Level 2 IT Support Engineer

Remote — South Africa | Full-time | UK MSP |

Tech Support Squad is a growing UK-based Managed Service Provider supporting small and medium-sized businesses with day-to-day IT support, Microsoft 365, cyber security, cloud services, servers, networks and general IT consultancy.

We are looking for an experienced Level 2 MSP Support Engineer based in South Africa to join our remote service desk team.

This role would suit someone who has already worked in an MSP or busy IT support environment and is confident handling a wide range of support tickets, speaking with clients, troubleshooting properly and taking ownership of issues through to resolution.

The role

You will be supporting UK business clients remotely as part of our service desk team.

The role will involve a mixture of Level 1 and Level 2 support. You should be happy to help with straightforward user issues when needed, but you will also be expected to handle more technical tickets involving Microsoft 365, Windows, networking, permissions, printers, line-of-business applications and general business IT systems.

We are looking for people who want to grow with the business, improve their technical skills and become long-term members of the team.

Key responsibilities

• Provide remote IT support to UK business clients
• Handle Level 1 and Level 2 service desk tickets
• Troubleshoot Microsoft 365, Outlook, Exchange Online, Teams, SharePoint and OneDrive issues
• Support Windows 10/11 desktops and laptops
• Troubleshoot printer, scanner, Wi-Fi, VPN and general network issues
• Support basic Active Directory, user account, permissions and password issues
• Assist with onboarding and offboarding users
• Work with remote monitoring, ticketing and support tools
• Escalate more complex issues with clear notes and troubleshooting steps completed
• Communicate clearly and professionally with clients
• Keep tickets updated and properly documented
• Follow internal processes and help improve our knowledge base

Required experience

• At least 2 years’ experience in a Level 2 IT support role
• Previous MSP experience is strongly preferred
• Good Microsoft 365 administration experience
• Good troubleshooting knowledge across Windows desktops, laptops and business applications
• Basic server and Active Directory knowledge
• Good understanding of networking fundamentals, including DNS, DHCP, VPNs and Wi-Fi
• Confident written and spoken English
• Strong customer service skills
• Able to work independently from home
• Reliable internet connection
• Suitable computer equipment
• Quiet working environment

Useful but not essential

• Microsoft certifications
• Experience with RMM and PSA/ticketing systems, in particular SuperOps
• Intune experience
• Azure / Entra ID experience
• Cyber security awareness
• Experience supporting UK clients
• Experience working for a remote-first MSP

Working hours

This is a full-time remote role supporting UK clients during UK business hours.

You must be available to work aligned to UK office hours. Exact working hours will be confirmed during the interview process.

Salary

R20,000–R25,000 per month depending on experience.

Strong candidates with good MSP experience may be considered above this range.

What we are looking for

We are looking for reliable, friendly and technically capable engineers who take pride in doing the job properly.

The right person will be able to speak to clients in plain English, troubleshoot methodically, keep tickets updated, ask for help when needed and take ownership of their work.

This is a good opportunity for an experienced Level 2 engineer in South Africa who wants to work with a friendly UK MSP, gain more exposure to Microsoft 365 and business IT environments, and grow into a more senior technical role over time.

Pay: R20 000,00 - R25 000,00 per month

Experience:

• Level 2 IT Support: 2 years (Required)
• working at an MSP: 1 year (Required)
• working for a UK company: 1 year (Preferred)

Work Location: Remote