2nd Line IT Support Engineer– Remote&On‑Site, UK Hours, Cape Town

Monday–Friday, 9:00am–5:30pm (UK working hours) + rotational weekend standby

Opportunity Our client is a rapidly growing technology services provider delivering IT, communications, and cybersecurity solutions to small and medium-sized businesses across the UK. Due to continued growth, they are looking to add a customer-focused IT Support Engineer (2nd Line) to their technical support team. This is an excellent opportunity for someone with service desk experience who enjoys problem‑solving and delivering high‑quality support.

Location Durbanville, Cape Town

Role You will act as a key point of contact for customers requiring technical assistance, providing remote support and occasionally attending client sites when required. This is a fast‑paced, customer‑facing role where you will be responsible for diagnosing issues, resolving tickets, and escalating more complex problems where necessary.

Key Responsibilities

Provide technical support via phone, email, and remote tools

Diagnose and resolve IT issues, escalating where appropriate

Monitor and troubleshoot issues across Networks, Telecoms systems, End‑user devices (desktops/laptops), Applications and ICT systems

Log and manage support tickets, ensuring accurate documentation

Prioritise and categorise incidents based on urgency and impact

Maintain regular communication with customers on ticket progress

Create and update technical documentation and knowledge base articles

Attend customer sites to resolve issues that cannot be handled remotely

Stay up to date with emerging technologies and best practices

About You

Previous experience in a 2nd or 3rd line IT support role (service desk or similar)

Strong troubleshooting and problem‑solving skills

Excellent communication skills (both written and verbal)

Customer‑focused with a professional approach

Comfortable working with ticketing systems and CRM tools

Ability to work effectively both independently and as part of a team

Proactive and eager to learn

Requirements

Flexibility to participate in a weekend on‑call rota

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