{"id":2998013,"url":"https://alion.io/job/remote-choice-1st-2nd-line-it-support-engineer","title":"1st / 2nd Line IT Support Engineer","company":{"id":2731,"name":"Remote Choice","domain":"remotechoice.co.uk","url":"https://alion.io/company/remote-choice","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SharePoint","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"OneDrive","optional":true},{"name":"TCP/IP","optional":true}],"status":"live","first_seen_at":"2026-10-21T11:20:58Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T03:36:10Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"1st / 2nd Line IT Support Engineer (MSP)\n1st & 2nd Line Support | Microsoft 365 | Networking | Cloud & Cybersecurity\nThe opportunity\nWe are recruiting for a 1st / 2nd Line IT Support Engineer to join the technical team of an established technology services provider. Our client supports business customers across connectivity, mobile, cloud, telephony, and network infrastructure and is expanding its Microsoft-focused managed IT support services. This is a great opportunity for someone with MSP experience who enjoys solving customer issues and wants to continue developing their technical skills.\nYou will be a key point of contact for day-to-day IT support, taking ownership of tickets, troubleshooting across Microsoft 365, Windows devices, networking, Wi-Fi, cybersecurity and business communications, and knowing when to escalate more complex issues. Alongside your core support work, you will have the chance to assist experienced colleagues with infrastructure, cloud and customer projects as the managed services offering grows.\nWhat you will be doing\nIT support & technical troubleshooting\nDiagnose and resolve issues across Microsoft 365, Windows devices, cloud applications, networking, Wi-Fi, hosted telephony and cybersecurity services.\n\nOwn support tickets from first contact through resolution, keeping customers informed with clear, professional communication.\n\nProvide technical support for end users and business systems.\n\nEscalate and coordinate complex incidents with third-party vendors and technology partners as required.\n\nKeep accurate records of support cases, fixes, and customer environments.\n\nManaged services & infrastructure\nAssist with deploying, configuring and supporting client routers, firewalls, switches, wireless access points and endpoint devices, with guidance on more complex changes where needed.\n\nHelp provision and administer Microsoft 365 tenants, including user onboarding and offboarding, licensing, Exchange Online, SharePoint, Teams and Intune.\n\nSupport cloud backup, endpoint protection, email security and business continuity solutions.\n\nAssist with device rollouts, configuration, patching and the full lifecycle of customer IT assets.\n\nAssist with configuring and maintaining hosted VoIP and unified communications solutions.\n\nProjects, cloud & modern workplace\nGet involved in Microsoft 365 migrations, cloud adoption, infrastructure upgrades and network deployments, supporting more experienced colleagues as needed.\n\nHelp customers adopt modern workplace technologies and recommended practices.\n\nContribute ideas and practical support to the development and rollout of new managed services and cloud solutions.\n\nSpot opportunities for automation, stronger security, and more efficient customer environments.\n\nWhat we are looking for\nMSP background\nProven experience in a Managed Service Provider (MSP) environment, supporting multiple customers and a broad technology stack.\n\nComfortable using ticketing systems, working to SLAs, and balancing competing priorities.\n\nMicrosoft 365 & cloud\nHands-on experience supporting and administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID, with a willingness to deepen your expertise.\n\nMicrosoft Intune, device management and modern workplace experience would be highly desirable.\n\nNetworking & infrastructure\nA good working understanding of TCP/IP, DNS, DHCP, routing, switching, VPNs and wireless networking, and confidence troubleshooting common issues.\n\nSome hands-on exposure to business networking equipment such as Ubiquiti, DrayTek, Zyxel, Cisco, Fortinet, or similar platforms.\n\nSecurity & endpoint management\nExperience with endpoint security, multi-factor authentication, email security, patch management, and backup solutions.\n\nUnderstanding of cybersecurity best practices for small and medium-sized businesses.\n\nCommunications & voice\nExposure to hosted VoIP, SIP, Teams Phone or other cloud-based telephony solutions would be an advantage.\n\nCommunication & teamwork\nExcellent written and verbal communication skills.\n\nAble to work independently while contributing positively to a small, collaborative team.\n\nThe kind of person who will thrive\nCustomer-focused: you appreciate the commercial impact of IT issues, stay calm under pressure and communicate with professionalism and empathy.\n\nCurious and growth-minded: you enjoy technology, want to develop new skills and are motivated by helping to broaden an MSP service offering.\n\nResourceful and proactive: you take responsibility, enjoy solving difficult technical problems and organise your workload without compromising service levels.\n\nCollaborative: you are confident working autonomously but value knowledge-sharing and helping colleagues.\n\nWhat is on offer\nFlexibility shaped around customer and project requirements.\n\nCompetitive salary, dependent on experience.\n\nCompany laptop and mobile phone.\n\nOngoing training and professional development.\n\nExposure to varied technologies, cloud platforms and customer environments.\n\nA supportive, close-knit team, limited bureaucracy and genuine input into how services develop.\n\nCareer progression as the managed services portfolio continues to expand.\n\nInterested? If you have MSP support experience, enjoy helping customers, and want to grow your 1st / 2nd line skills across Microsoft 365, networking, and cloud technologies, we would love to hear from you.","description_format":"text","description_chars":5424,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security"],"lifecycle":[{"event":"open","at":"2026-10-21T11:20:58Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:1","agency","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/remote-choice-1st-2nd-line-it-support-engineer","json_url":"https://alion.io/job/remote-choice-1st-2nd-line-it-support-engineer.json","meta":{"generated_at":"2026-10-23T04:48:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7833,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2731},"rest":"https://alion.io/mcp/rest/get_company?id=2731"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fremote-choice-1st-2nd-line-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fremote-choice-1st-2nd-line-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fremote-choice-1st-2nd-line-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/remote-choice-1st-2nd-line-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fremote-choice-1st-2nd-line-it-support-engineer"}]}