{"id":3078456,"url":"https://alion.io/job/remote-choice-2nd-3rd-line-support-engineer-msp","title":"2nd – 3rd Line Support Engineer (MSP)","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":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"VMWare","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-22T11:20:44Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T08:15:33Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"2nd-3rd Line Support Engineer (MSP)\nAbout the Opportunity\nMonday to Friday, 9:30am to 6:30pm South African time. This aligns with UK working hours during the summer (8:30am to 5:30pm UK) and is one hour earlier than UK working hours during the winter (7:30am to 4:30pm UK) so 8:30 to 5:30PM South African time,\nOur client is a well-established managed IT services provider looking to recruit an experienced MSP Service Technician to join their growing technical support team. This is an excellent opportunity for someone with strong 2nd-3rd line support experience who enjoys working across a varied client base while delivering exceptional customer service.\nReporting to the Support Services Manager, you will play a key role in providing proactive technical support, resolving incidents, maintaining infrastructure, and ensuring customers receive a consistently high standard of service.\nKey Responsibilities\nProvide 2nd and 3rd line technical support via telephone, email and remote access.\n\nMonitor managed service dashboards and respond promptly to alerts, ensuring issues are remediated through patching, updates and fixes.\n\nAnalyse monitoring reports and escalate or resolve alerts as appropriate.\n\nProduce and maintain management and customer reports where required.\n\nAdminister Windows Server environments, Active Directory, Microsoft Exchange, VMware vSphere and core network services including DNS and DHCP.\n\nCreate and manage user accounts and permissions.\n\nConfigure, update and maintain Group Policies.\n\nMaintain accurate technical documentation and client records.\n\nSupport and administer printers and VoIP telephony systems.\n\nInstall, configure, troubleshoot and maintain desktops, laptops and mobile devices.\n\nDeploy and support hardware and software in line with best practice.\n\nDiagnose hardware and software faults and implement effective resolutions.\n\nIdentify opportunities to reduce recurring technical issues through proactive improvements.\n\nSupport email platforms and ensure systems operate securely and efficiently.\n\nCollaborate with wider technical teams to investigate and resolve support tickets.\n\nDevelop and maintain scripts to automate routine administration tasks where appropriate.\n\nContribute to the development and continual improvement of technical support procedures.\n\nRecommend hardware and software upgrades where beneficial.\n\nSupport wider business and customer projects as required.\n\nEnsure all support requests are managed in accordance with agreed SLAs.\n\nDeliver excellent customer service while maintaining strong communication throughout the support process.\n\nFollow information security policies and contribute to continual security improvements.\n\nSkills & Experience\nThe successful candidate will have:\nPrevious experience in a Managed Service Provider (MSP) environment.\n\nStrong knowledge of Microsoft Windows Server technologies.\n\nExperience supporting Active Directory, Microsoft Exchange and Microsoft 365.\n\nGood understanding of VMware vSphere.\n\nExperience supporting LAN/WAN networking, including DNS and DHCP.\n\nExcellent troubleshooting skills across hardware, software and operating systems.\n\nStrong organisational skills with the ability to manage multiple support tickets effectively.\n\nA proactive approach and the ability to work independently as well as within a team.\n\nExcellent communication and customer service skills.\n\nA good understanding of IT security best practices.\n\nQualifications\nIdeally, 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).","description_format":"text","description_chars":3625,"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":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T11:20:44Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely 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