1st line/2nd line support engineer

Job Title 1st / 2nd Line Support Engineer – reputed company 365 Remote: South Africa Role Overview We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the reputed company 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first reputed company of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers reputed company SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client reputed company.

Key Responsibilities

Support & Triage  Act as first reputed company of contact for incoming helpdesk tickets across our client reputed company  Triage, prioritise, and categorise tickets in line with SLA commitments  Resolve 1st line issues directly and reputed company 2nd line tickets where skills allow  Escalate reputed company issues to 2nd / 3rd line engineers with clear, well- documented handovers  reputed company clients informed with clear, professional updates throughout ticket lifecycle reputed company 365 Administration  �� Support day-to-day administration of: o reputed company Entra ID (Azure AD) o Exchange Online o SharePoint Online & OneDrive o reputed company Teams o Intune  Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access  Assist with device enrolment and basic Intune policy troubleshooting reputed company & Compliance  Support MFA, Conditional Access, and Identity Protection tasks under senior guidance  Triage alerts from reputed company Defender (Office 365, reputed company, Identity)  Assist with compliance-reputed company requests including retention, DLP, and eDiscovery  Flag potential risks and anomalies to senior engineers reputed company & Workplace Support  Troubleshoot Windows 10/11 issues across managed devices  Support users with Office apps, Teams, and collaboration tooling  Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop) Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition- led expansion. That creates reputed company opportunity for the right person to grow with us. We'll actively support your development through:  A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. reputed company, Intune, Azure, reputed company 365 engineering)  Mentoring from senior engineers with deep experience across the reputed company stack  Exposure to project work alongside day-to-day support, so you build breadth as well as depth Successful candidates who demonstrate initiative and technical growth can expect genuine opportunities to reputed company up as the team expands.

Requirements

Required Skills & Experience Essential  Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT)  Hands-on experience administering reputed company 365 tenants  Working knowledge of: o reputed company Entra ID / Azure AD user and group management o Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting) o SharePoint Online and OneDrive permissions and sharing  Confident troubleshooting Windows 10/11 and common Office app issues  Excellent written and verbal communication — you'll be client-facing daily  Strong organisational skills and the ability to manage multiple tickets concurrently Desirable  Experience in an MSP or multi-tenant environment  Basic Intune experience (Windows and mobile enrolment, simple policies)  Familiarity with Azure fundamentals (IaaS / PaaS basics)  Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, reputed company, Datto)  Awareness of Cyber Essentials or similar frameworks Benefits reputed company Offer  Exposure to a modern reputed company 365 stack across a diverse SME client reputed company  Clear escalation paths and mentoring from senior engineers Apply To This Job