Offer summary

Qualifications:

Experience in 1st / 2nd line IT support in an MSP or similar environment., Strong knowledge of Windows desktop and server operating systems., Good understanding of TCP/IP networking, routers, and switches., Excellent troubleshooting skills and customer service experience..

Key responsabilities:

Responding to customer support inquiries via ticketing system and phone.

Providing 1st and 2nd line support for IT, VoIP, and network-related issues.

Assisting with the installation, configuration, and troubleshooting of PCs, servers, and network hardware.

Monitoring and maintaining network infrastructure to ensure high availability.

Job description

Job Title: 1st / 2nd Line Technical Support Engineer
Location: Remote in South Africa
UK Working Hours: 8:30 am - 5 pm UK time

About Our Client:
Our client is a UK-based MSP providing IT, VoIP, and connectivity services.

Job Description:
An opportunity has arisen to join our growing technical team as a 1st / 2nd Line Technical Support Engineer. This is an excellent opportunity to work with an experienced UK-based team, providing technical support to our business and residential customers across IT, VoIP, networking, and mobile services.

Responding to customer support inquiries via our ticketing system (HubSpot) and phone.
Providing 1st and 2nd line support, troubleshooting IT, VoIP, and network-related issues.
Diagnosing and resolving faults using telephone support & remote access software.
Assisting with the installation, configuration, and troubleshooting of:
PCs, servers, and network hardware (routers, switches).
VoIP systems, Hosted PBX solutions (e.g., 3CX), and SIP trunking.
Mobile devices (smartphones, tablets).
Monitoring and maintaining network infrastructure, ensuring high availability.
Escalating complex technical issues to senior engineers when necessary.

Requirements

Experience in 1st / 2nd line IT support in an MSP or similar environment.
Strong knowledge of Windows desktop and server operating systems.
Good understanding of TCP/IP networking, routers, and switches.
Familiarity with VoIP / SIP-based systems.
Experience supporting Microsoft Office 365 (Exchange, SharePoint, OneDrive,Teams).
Excellent troubleshooting skills and customer service experience.
Ability to work independently and remotely with minimal supervision.
Desirable (Not Essential, Training Provided):
Experience with 3CX Hosted PBX or other VoIP platforms.
Understanding of SIP trunking and VoIP troubleshooting.
Familiarity with the HubSpot ticketing system.
Basic knowledge of Debian-based Linux distributions.

Benefits

Hours: Monday to Friday, 8:30 AM – 5:00 PM (UK Time).
Some out-of-hours and weekend work may be required occasionally.
Fully remote position, must be based in South Africa.

NB: Due to the high volume of applications, if you have not received a response from the Talent Acquisition team within 4 weeks, please consider your application unsuccessful.

Required profile