Description
Our client is a leading UK-based technology solutions provider specialising in comprehensive digital transformation, IT support, software development, cyber security, connectivity, and ICT services for schools and construction projects. With more than two decades of industry experience, they serve a diverse client base including businesses, schools, charities, and construction firms across the UK. We’re hiring a 2nd Line IT Operations Engineer to join their Managed Services team. In this role, you’ll play a critical part in delivering high-quality support to business and education sector clients by resolving technical issues escalated from the 1st Line team, ensuring exceptional customer experience, and working within structured SLAs.
This is a remote position open to those living anywhere in South Africa.
Key Responsibilities:
- Respond to and resolve technical issues escalated from the 1st Line team via Autotask, email, or phone
- Troubleshoot complex problems involving hardware, software, networking, and cloud platforms
- Take ownership of incidents and service requests, ensuring they are resolved within SLA
- Provide support for systems including Windows Server, Active Directory, Office 365, Intune, and Azure
- Use RMM tools such as Datto RMM for remote support, monitoring, and patching
- Perform advanced tasks such as policy enforcement via Intune/AD, endpoint management, and daily system health checks
- Participate in onboarding, project rollouts, and tech refreshes for new and existing clients
- Maintain and update technical documentation and contribute to the internal knowledge base
- Liaise professionally with clients to ensure clear communication and high satisfaction levels
- Ensure incidents (especially for education and SMB clients) are resolved remotely and within SLA
- Deliver high customer satisfaction and consistent communication throughout the support lifecycle
- Contribute to continuous improvement through feedback and proactive problem-solving
Experience & Qualifications:
- 3+ years’ experience in an IT support or service desk role (MSP experience preferred)
- Certifications such as CompTIA A+/Network+, Microsoft MCP, or equivalent are desirable
- Hands-on experience with Windows Server, Active Directory, Office 365, Intune/Autopilot
- Familiarity with Datto RMM, Kaseya Autotask, or similar platforms
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
- Bonus: experience with Microsoft Dynamics, Cisco/Meraki, VMware, Veeam, Apple iOS support, or scripting (PowerShell)
- Strong troubleshooting and diagnostic skills across the tech stack
- Excellent communication skills, with the ability to explain technical issues clearly to users
- Highly process-driven, accountable, and detail-oriented
- A team player who collaborates well across remote teams and respects escalation paths
- Comfortable working under pressure while maintaining service quality
- Enthusiastic about growing into a senior or specialist technical role
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.
