1st line/2nd line support engineer
Please mention DailyRemote when applying
AI Summary
Act as the first point of contact for helpdesk tickets, triaging and resolving 1st and 2nd line issues within SLA. Administer the Microsoft 365 stack, including user lifecycle management and endpoint support for Windows devices.
Job Title 1st / 2nd Line Support Engineer – Microsoft 365
Remote: South Africa
Role Overview
We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base.
Key Responsibilities
Support & Triage
Act as first point of contact for incoming helpdesk tickets across our client base
Triage, prioritise, and categorise tickets in line with SLA commitments
Resolve 1st line issues directly and progress 2nd line tickets where skills allow
Escalate complex issues to 2nd / 3rd line engineers with clear, well- documented handovers
Keep clients informed with clear, professional updates throughout ticket lifecycle
Microsoft 365 Administration
�� Support day-to-day administration of:
o Microsoft Entra ID (Azure AD)
o Exchange Online
o SharePoint Online & OneDrive
o Microsoft Teams
o Intune
Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access
Assist with device enrolment and basic Intune policy troubleshooting
Security & Compliance
Support MFA, Conditional Access, and Identity Protection tasks under senior guidance
Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity)
Assist with compliance-related requests including retention, DLP, and eDiscovery
Flag potential risks and anomalies to senior engineers
Endpoint & Workplace Support
Troubleshoot Windows 10/11 issues across managed devices
Support users with Office apps, Teams, and collaboration tooling
Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop)
Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition- led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through:
A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering)
Mentoring from senior engineers with deep experience across the Microsoft stack
Exposure to project work alongside day-to-day support, so you build breadth as well as depth
Successful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands.
Requirements
Required Skills & Experience
Essential
Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT)
Hands-on experience administering Microsoft 365 tenants
Working knowledge of:
o Microsoft Entra ID / Azure AD user and group management
o Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting)
o SharePoint Online and OneDrive permissions and sharing
Confident troubleshooting Windows 10/11 and common Office app issues
Excellent written and verbal communication — you'll be client-facing daily
Strong organisational skills and the ability to manage multiple tickets concurrently
Desirable
Experience in an MSP or multi-tenant environment
Basic Intune experience (Windows and mobile enrolment, simple policies)
Familiarity with Azure fundamentals (IaaS / PaaS basics)
Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto)
Awareness of Cyber Essentials or similar frameworks
Benefits
What We Offer
Exposure to a modern Microsoft 365 stack across a diverse SME client base
Clear escalation paths and mentoring from senior engineers
Automatically Apply to the Best Remote Jobs
Stop the endless job search. Our AI finds and applies to the best jobs for you.
