2nd Line Support Technician (JB5116)

2nd Line Support Technician (JB5116)
Remote, for applicants living in SA
R39 000 per month
Duration: Permanent

We are looking for a skilled and motivated 2nd Line Support Consultant to join our client’s dynamic service desk team. This is an exciting remote opportunity for an experienced IT professional with a strong Managed Services Provider (MSP) background.
In this role, you’ll serve as a key escalation point for 1st line engineers, troubleshooting a variety of technical issues across multiple clients. You’ll provide expert support via phone and email, ensuring all incidents are resolved efficiently and in line with SLAs.

Minimum Requirements:
MSP experience is non-negotiable – candidates without prior MSP background will not be considered.
Minimum 3+ years’ experience in 2nd line IT support within an MSP environment.
Expertise in Windows Server (2012, 2016, 2019), Office 365, and related technologies.
Strong troubleshooting experience with at least one of the following:
- Azure
- Hyper-V / VMware
- Intune / MDM
- Exchange
- SQL Server
- SharePoint
- Storage (SANs & NAS)
Solid understanding of firewall fundamentals (WatchGuard/SonicWall) and networking fundamentals (VLANs, managed switching).
Hands-on experience with antivirus solutions (ESET & Sophos).
Ability to work under pressure and meet strict SLAs.
Strong customer service and problem-solving skills.

Duties and Responsibilities:
Provide 2nd line technical support for a wide range of hardware and software issues.
Act as an escalation point for 1st line engineers and ensure efficient issue resolution.
Log all calls and maintain accurate progress notes in the helpdesk system.
Own and manage incidents through to resolution, ensuring timely updates to customers.
Escalate complex technical issues when necessary.
Research and implement technical solutions for customer problems.
Provide on-site support when required.
Deliver exceptional customer service, going above and beyond to support clients.
Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.

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