2nd Line IT Support Engineer (MSP)

Tristar Tech Solutions is hiring a 2nd Line IT Support Engineer to join our Managed Service Provider (MSP) support team, working remotely from Cape Town, South Africa, in support of our UK client base.

About the Role

As a 2nd Line IT Support Engineer, you'll be a key technical escalation point for our business clients, providing remote support across desktops, servers, networks, and infrastructure. You'll work closely with our 1st line team and UK-based leadership, diagnosing and resolving more complex issues, contributing to project work, and helping keep client environments running smoothly. This role suits someone who's outgrown routine 1st line tickets and wants real technical ownership across a variety of client environments.

• Monday - Friday, core hours aligned with UK business hours
• Fully remote - based in Cape Town, with reliable high-speed internet and backup power (inverter/generator) required
• Salary: R23,000 - R32,000 per month, depending on experience

What You'll Be Doing

• Providing 2nd line technical support to UK clients via telephone, email, and remote assistance tools
• Diagnosing and resolving issues related to desktops, servers, networks, and peripherals remotely
• Escalating unresolved issues to 3rd line support while ensuring timely resolution and clear client communication
• Remotely installing, configuring, and maintaining hardware, software, and network infrastructure components
• Participating in project-based work, including system upgrades, migrations, and deployments
• Documenting all support activities, solutions, and configurations accurately and comprehensively
• Proactively monitoring client systems and infrastructure to catch issues before they escalate

What We're Looking For

Essential:

• 3 - 4 years' experience in a 2nd line IT support role, preferably within an MSP environment
• Excellent command of written and verbal English — this is a remote role supporting UK clients directly by phone and email, and clear communication is non-negotiable
• Strong technical proficiency across Windows operating systems, Microsoft Office 365 Suite, Active Directory, Exchange, and networking protocols
• Some experience with server administration, virtualisation technologies (e.g., Hyper-V), and cloud platforms (e.g., Azure, AWS)
• Excellent troubleshooting and problem-solving skills, with a methodical approach to issue resolution
• Based in Cape Town, South Africa, with a reliable home working setup
• Right to work in South Africa

Nice to have:

• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA)
• Prior experience supporting UK or other international clients remotely

Working Pattern

• Fully remote, based in Cape Town
• Core hours aligned with UK business hours
• No routine on-call or out-of-hours work

What We Offer

• Competitive salary within the stated range, based on experience
• Opportunities for professional development and career advancement
• A dynamic, supportive team environment with genuine technical variety
• Exposure to diverse client projects and technologies, with room to grow toward 3rd line

Important Application Information

• We will not respond to LinkedIn DMs regarding this role.
• All applications must be submitted via the application link provided.
• Applications are reviewed on a rolling basis until the role is filled.