2nd – 3rd Line Support Engineer, MSP

Remote Choice

. Provide 2nd and 3rd line technical support via telephone, email and remote access .

Posted 10/22/2026full-timeRemote • South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support in a Managed Service Provider environment, with strong capabilities in Microsoft Windows Server technologies, Active Directory, and VMware vSphere. Proficient in troubleshooting, managing support tickets, and ensuring IT security best practices.

Highest-signal resume keywords

Microsoft Windows Server TechnologiesActive Directory SupportVMware vSphereTroubleshooting SkillsIT Security Best Practices

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportPatchingMonitoring Reports AnalysisUser Account ManagementGroup Policy ConfigurationHardware and Software InstallationLAN/WAN NetworkingScripting for AutomationVoIP Telephony SupportDesktop and Mobile Device Maintenance

Soft Skills

Excellent CommunicationCustomer Service SkillsOrganisational SkillsProactive ApproachTeam Collaboration

Tools & Technologies

Microsoft ExchangeMicrosoft 365DNSDHCPRemote Access ToolsManaged Service DashboardsPrintersTechnical Documentation

Certifications & Qualifications

NVQ Level 3Microsoft CertificationCompTIA Certification

Industry Keywords

Managed Service ProviderIT SecurityTechnical Support ProceduresSupport SLAsCustomer Projects

Tech Stack

Tools & technologies

DNSVMwareVoIP

About the role

Key responsibilities & impact

Provide 2nd and 3rd line technical support via telephone, email and remote access
Monitor managed service dashboards and respond to alerts
Remediate issues through patching, updates and fixes
Analyse monitoring reports and escalate or resolve alerts
Produce and maintain management and customer reports
Administer Windows Server environments, Active Directory, Microsoft Exchange, VMware vSphere, DNS and DHCP
Create and manage user accounts and permissions
Configure, update and maintain Group Policies
Maintain technical documentation and client records
Support and administer printers and VoIP telephony systems
Install, configure, troubleshoot and maintain desktops, laptops and mobile devices
Deploy and support hardware and software
Diagnose hardware and software faults and implement resolutions
Identify opportunities to reduce recurring technical issues through proactive improvements
Support email platforms and ensure systems operate securely and efficiently
Collaborate with technical teams to investigate and resolve support tickets
Develop and maintain scripts to automate routine administration tasks
Contribute to the development and continual improvement of technical support procedures
Recommend hardware and software upgrades
Support wider business and customer projects
Manage support requests in accordance with agreed SLAs
Deliver excellent customer service and maintain communication throughout the support process
Follow information security policies and contribute to security improvements

Requirements

What you’ll need

Previous experience in a Managed Service Provider (MSP) environment
Strong knowledge of Microsoft Windows Server technologies
Experience supporting Active Directory, Microsoft Exchange and Microsoft 365
Good understanding of VMware vSphere
Experience supporting LAN/WAN networking, including DNS and DHCP
Excellent troubleshooting skills across hardware, software and operating systems
Strong organisational skills with the ability to manage multiple support tickets effectively
A proactive approach and the ability to work independently as well as within a team
Excellent communication and customer service skills
A good understanding of IT security best practices
Ideally, you'll hold (or be working towards) a recognised IT qualification, such as an NVQ Level 3 or relevant vendor certification (e.g. Microsoft, CompTIA or equivalent)

Benefits

Comp & perks

Monday to Friday working schedule
Remote work arrangement