Remote Support Engineer – 2nd Line

Recruiter:

The Legends Agency

Job Ref:

4RX48RVV

Date posted:

Tuesday, September 16, 2025

Location:

Cape Town, South Africa

Salary:

Market-Related

SUMMARY:
This role exists to provide high-quality 2nd line remote support to a diverse international client base, ensuring incidents and service requests are resolved efficiently and customer satisfaction remains consistently high.

POSITION INFO:

Remote Support Engineer – 2nd Line
Make Your Mark with a Fast-Growing, People-First Tech Business
Remote (Cape Town) | R40k–R60k Negotiable

About Our Client
Our client is a dynamic, fast-growing technology services company with over two decades of experience delivering cutting-edge IT solutions. With consistent year-on-year growth, a strong reputation for excellence, and a culture that puts people first, they’re shaping the future of IT support for small and medium-sized businesses. They’re committed to innovation, collaboration, and empowering their teams to thrive in a challenging yet rewarding environment.

The Role: Remote Support Engineer – 2nd Line
This role exists to provide high-quality 2nd line remote support to a diverse international client base, ensuring incidents and service requests are resolved efficiently and customer satisfaction remains consistently high. You’ll act as a key problem solver, handling complex queries, mentoring junior staff, and ensuring contractual obligations are met while upholding the company’s values of precision, collaboration, and exceptional customer care.

Key Responsibilities

Minimum 3 years’ proven 2nd line support experience in a busy IT environment
Deliver 2nd line remote support services for contracted and non-contracted clients
Troubleshoot and resolve desktop, server, network, and Office 365 issues
Manage incidents and service requests through the ITSM system, ensuring SLA compliance
Escalate unresolved issues appropriately and follow through to resolution
Provide mentoring and escalation support for junior engineers
Recommend improvements, procedures, and adoption of new technologies
Create technical guides and documentation as part of continuous improvement

About You

3+ years’ experience in 2nd line IT support, ideally within an MSP environment
Strong technical knowledge of on-premise infrastructure, servers, networking, and cloud (Office 365, Azure)
Confident troubleshooting complex PC, server, and network issues
Relevant IT qualifications (Degree, Diploma, Microsoft or equivalent certifications)
Strong communication and customer service skills with a professional, client-focused approach
Highly organised, able to prioritise under pressure, and committed to meeting performance metrics
Analytical, detail-oriented, and proactive in identifying and solving problems
Advantageous: SonicWall, ITIL Foundation, or additional Microsoft/Azure certifications

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