Remote IT Support Engineer (Proactive Services)
IT
Eastern Cape ~ Gauteng ~ KZN ~ Western Cape
Overview
Fully remote IT Support to provide proactive monitoring, backup and recovery services, and act as a 2nd line engineer when required, ensuring incidents and alerts are managed within agreed SLAs.
Key responsibilities
- Monitor infrastructure, backup and security tools daily; investigate and remediate alerts and failures.
- Manage MDR and security alerts, including breach investigation, remediation and customer communication in plain language.
- Diagnose and resolve 2nd line incidents (desktop, server, network, Office 365, cloud and on‑prem infrastructure).
- Ensure all incidents and requests are logged, updated and closed in the ITSM tool, meeting SLA and KPI targets.
- Perform backup maintenance, testing and recovery activities; provide input on recovery time expectations.
- Produce periodic service and incident reports, including root cause analysis where required.
Requirements
- Relevant IT qualification (e.g. A+/N+, diploma/degree in IT, or Microsoft certifications).
- ITIL Foundation and customer service training advantageous Strong experience in 2nd line support across desktops, servers, networking, virtualisation and security.
- Hands‑on experience with Office 365 administration, conditional access, and MFA/2FA troubleshooting.
- Experience with monitoring platforms (e.g. N-able/SolarWinds or similar) for alerting and remediation.
- Experience with MDR/security tools and responding to security incidents.
- Excellent communication, customer service, time management and multitasking skills.
- Ability to work under pressure, prioritise effectively and follow through on tickets and actions.
