Location
South Africa (REMOTE)
Team
Small, tightly-knit, highly motivated IT services team
Reports To
Team Lead / IT Manager
Job Purpose
Our client is seeking an organised, proactive 2nd Line Engineer to join their friendly, close-knit team. This person will handle more complex technical support issues across networking, user management, and cloud administration — enabling their clients’ systems to remain secure, stable, and efficient. In a small team environment, each member plays a vital role, so initiative, teamwork and a genuine passion for technology are essential.
Key Responsibilities
- Troubleshoot and resolve second-line support issues (after first-line escalation) related to networking (ADSL, VDSL, leased lines), devices, services and end-users.
- Work hands-on with network devices such as routers and access points—specifically including experience with DrayTek, UniFi and MikroTik.
- Administer and maintain client environments in the cloud and on-premise: user account setup and management, group policies, Conditional Access, device deployment (e.g., Autopilot for endpoints) in a Microsoft 365 environment.
- Ensure systems are configured and maintained with a security-first mindset; monitor, identify and mitigate security risks relating to endpoints, identities, networks and services.
- Collaborate with the team to continuously improve processes, tools and documentation; share knowledge and learn from colleagues.
- Communicate clearly with clients and internal stakeholders, ensuring that support responses are professional, empathetic and timely.
- Take ownership of tasks: you’ll often be working independently or taking the lead on issues — you must be able to stay organised under pressure, prioritise your work and follow through to resolution.
Skills & Experience Required
- Proven experience in a 2nd-line support or engineering role.
- Hands-on troubleshooting experience with ADSL, VDSL and leased line connectivity.
- Device experience: DrayTek, UniFi, MikroTik (installation, configuration, maintenance, troubleshooting).
- Solid experience administering Microsoft 365 environments: user account lifecycle, Conditional Access, Autopilot or equivalent endpoint deployment technology.
- Good understanding of modern cloud environments, endpoint management, and security practices.
- Strong organisational skills, with the ability to handle multiple tasks, escalate when required, document thoroughly and maintain high standards of work.
- Excellent communication skills (verbal and written) and a team-player attitude.
- Self-motivated, comfortable in a smaller team environment where each person contributes broadly and initiative is valued.
- Alignment with team culture and values: sustainability, striving for excellence, security consciousness, customer care and camaraderie (friendly, respectful, honest, collaborative).
Bonus/Desirable
- Relevant certifications (e.g., Microsoft 365, networking certifications, cloud/devices).
- Previous experience in a client-facing IT service environment.
- Knowledge of endpoint management beyond Autopilot (e.g., Intune, MDM).
- Exposure to scripting or automation of support/admin tasks.