IT Support Engineer, 2nd Line

Remote Choice

2nd Line IT Support Engineer providing technical assistance and support to customers in a telecommunications company. Responsible for diagnosing issues and resolving tickets in a fast-paced environment.

Posted 6/17/2026full-timeRemote • 🇿🇦 South AfricaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide technical support via phone, email, and remote support tools
Diagnose and resolve IT issues, escalating where appropriate
Monitor and troubleshoot issues across: Networks, Telecoms systems, End-user devices (desktops/laptops), Applications and ICT systems
Support and administer Microsoft 365 environments, including user management, licensing, Exchange Online, Teams, SharePoint, and related services
Log and manage support tickets, ensuring accurate documentation
Prioritise and categorise incidents based on urgency and impact
Maintain regular communication with customers regarding ticket progress and resolution
Create and update technical documentation and knowledge base articles
Attend customer sites to resolve issues that cannot be handled remotely
Stay up to date with emerging technologies and industry best practices

Requirements

What you’ll need

Previous experience in a 2nd or 3rd Line IT Support role within a service desk, MSP, or similar environment
Strong troubleshooting and problem-solving skills
Strong hands-on experience supporting and administering Microsoft 365 environments
Excellent communication skills, both written and verbal
Customer-focused with a professional and proactive approach
Comfortable working with ticketing systems and CRM tools
Ability to work effectively both independently and as part of a team
Eager to learn and develop technical skills
Flexibility to participate in a weekend on-call rota
Valid driver's licence and own reliable transport preferred

Benefits

Comp & perks

Opportunity to join a growing and ambitious technology business
Exposure to a broad range of technologies and customer environments
Supportive team environment with ongoing learning opportunities
Career development and progression opportunities
Competitive salary based on experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingproblem-solvingMicrosoft 365user managementlicensingExchange OnlineTeamsSharePointtechnical documentationknowledge base articles

Soft Skills

communicationcustomer-focusedprofessionalismproactive approachindependenceteamworkeagerness to learnflexibility

Certifications

valid driver's licence