Job Description

Overview:We are excited to announce an opening for a skilled remote 2nd Line Support Engineer to join our clients dynamic and growing team, where you will play a pivotal role in maintaining the stability and functionality of clients' IT infrastructure and systems.In this capacity, you will be responsible for delivering expert technical support and troubleshooting assistance, ensuring that any issues encountered by clients are resolved swiftly and effectively. Your deep understanding of technical systems will enable you to diagnose problems, implement solutions, and provide clear, user-friendly guidance, all while maintaining the highest levels of customer satisfaction.By joining this innovative team, you will not only enhance your technical expertise but also contribute to a supportive work culture that values continuous learning and professional growth.This role is ideal for someone who thrives in a fast-paced environment, is passionate about technology, and provides top-tier service, making it a fantastic opportunity for anyone looking to advance their career in IT support.Position Summary:
As a 2nd Line Support Engineer, you will be responsible for delivering high-quality technical support to clients while ensuring the smooth operation of their IT systems and infrastructure. You will utilize your strong troubleshooting skills and technical expertise to resolve issues efficiently, always maintaining excellent customer service standards.Key Responsibilities:

• Provide comprehensive technical support and troubleshooting assistance for clients via phone, email, or remote desktop tools, specifically for Windows 10 & 11 and Mac operating systems.
• Investigate and resolve technical issues reported by clients, ensuring timely resolution to minimize downtime and maintain productivity.

• Assist in the installation, configuration, and maintenance of computer systems, servers, and network equipment for clients.

• Collaborate closely with the 1st Line Support team to escalate and resolve complex issues effectively, ensuring seamless service delivery.

• Work in synergy with other team members to deliver efficient support services and enhance overall customer satisfaction.

• Document all support activities and resolutions in our ticketing system to maintain accurate records and facilitate knowledge sharing.

• Maintain and create documentation for the client's infrastructure, ensuring clarity and accessibility for ongoing support.

• Stay abreast of new technologies and industry developments to continuously improve support services and apply best practices.

• Ensure disaster recovery scheduling and processing for clients are maintained daily to safeguard critical data.

• Perform daily patching of servers, firmware updates, and uphold security compliance requirements to protect client environments.

What We Offer:

• Competitive salary: R16000-R20000 per month depending on experience.
• Generous leave policy: 40 days leave per year.

• A dynamic and supportive work environment with a diverse team of professionals.

• Full remote work.

Remote Work Requirements:As a remote employee, you should have access to a reliable internet connection, a suitable workspace and your own device (laptop/PC). This is a full-time position, and you will be required to work UK hours 8:30 - 17:00. You should also be able to communicate effectively with team members through various virtual communication tools.Requirements:

• Minimum of 3 years of experience as a 2nd Line Engineer, providing remote technical support.
• Strong troubleshooting skills and a solid understanding of IT systems and infrastructure.

• Proven experience in supporting Windows and Mac operating systems, with a foundational knowledge of network connectivity and protocols.

• Familiarity with Active Directory, Office 365, and cloud-based services.

• Ability to work independently and effectively prioritize tasks in a remote setting.

• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred.

• Experience with remote support tools such as TeamViewer, GoToAssist, or Remote Desktop Protocol (RDP).

• Sound knowledge of networking concepts, including TCP/IP, DHCP, DNS, WAN, and FTTP/FTTC.

• Demonstrated understanding of router, switch, and access point configurations and diagnostics.

• Excellent customer service skills and a proven ability to build strong client relationships.

• Self-motivated with effective initiative and accountability to maintain the highest standards of support.

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