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We are seeking a proactive and customer-focused IT Support Engineer to join our team. This role is ideal for someone with experience providing first-line technical support in a fast-paced IT environment and a passion for delivering excellent customer service. You will serve as the first point of contact for IT support requests, resolving day-to-day technical issues, managing support tickets, and ensuring users receive timely assistance. Working closely with the 2nd Line Support team, you will troubleshoot hardware, software, Microsoft 365, Windows, and Active Directory issues, escalating more complex cases when required. Experience supporting UK-based companies or working with UK clients will be highly valued as you help maintain reliable IT operations and a seamless end-user experience.
Position: IT Support Engineer
Salary: R14,000 - R24,500 (depending on experience and technical skills)
Working Hours & Conditions: UK business hours; full-time (remote)
Holidays: TBD
Responsibilities:
- Resolve escalated technical support tickets and provide advanced troubleshooting for hardware, software, and network-related issues.
- Administer and support Microsoft 365 and Azure Active Directory (Entra ID), including user account and permissions management.
- Support and maintain Windows Server environments and assist with general system administration tasks.
- Investigate system performance issues and identify root causes to ensure optimal system reliability.
- Troubleshoot VPN connectivity, DNS, DHCP, TCP/IP, and other networking issues.
- Support backup and disaster recovery processes to maintain business continuity.
- Maintain accurate technical documentation, including procedures, configurations, and issue resolutions.
- Liaise with third-party software vendors to resolve complex technical issues and ensure timely resolution.
Requirements
Qualifications:
- 2 to 4+ years of experience in IT Support, including previous experience in a 2nd Line Support role.
- Strong experience administering Microsoft 365 and Windows Server environments.
- Solid understanding of networking fundamentals, including DNS, DHCP, TCP/IP, and VPN troubleshooting.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong written and verbal communication skills.
- Self-motivated with the ability to work independently in a remote team environment.
- Able to remain calm under pressure while managing multiple priorities and resolving complex technical issues.
Desirable
- Experience with database troubleshooting.
- Cybersecurity awareness and best practices.
- Experience supporting SaaS platforms or insurance software applications.
Benefits
Benefits
- Competitive salary based on experience and skill set
- 100% remote role — work from home anywhere in SA
- Paid local holidays aligned with the UK business calendar
- Opportunities for training and professional growth
- Work directly with a supportive UK team — no agency middleman
- Long-term engagement with a stable and growing business
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