Overview Our UK-based client is a managed IT services provider supporting small to medium-sized businesses across a wide range of industries. They deliver reliable, proactive IT support, infrastructure management, and cloud-based solutions, with a strong focus on responsiveness, security, and exceptional customer service. Their helpdesk operates in a fast-paced MSP environment where building rapport with end users and delivering a positive support experience is just as important as technical ability. Position Level 1 IT Support Engineer to join their helpdesk team. This role is ideal for someone who is highly motivated, enthusiastic, and genuinely passionate about technology. You will be the first point of contact for customers, providing prompt, friendly, and effective support while resolving hardware, software, and network-related issues via phone and ticketing systems. This is a remote position open to those living anywhere in South Africa. Working hours 09:00 – 17:00 UK time , 40 hours per week . Duties & Responsibilities Provide first-line technical support for hardware, software, and network-related issues Respond to incoming helpdesk tickets and calls in line with SLA requirements Troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment Support Microsoft Office 365 applications, including Outlook, Teams, and SharePoint Use remote desktop tools to support offsite and remote users Log, track, update, and resolve incidents and service requests via the IT ticketing system Escalate unresolved or complex issues to 2nd and 3rd line support when required Assist with user onboarding and offboarding, including account setup and hardware preparation Contribute to IT documentation and knowledge base articles Deliver a high standard of customer service, ensuring users feel listened to, supported, and valued Skills, Experience & Requirements Minimum 3 years’ experience working in a managed service provider (MSP) helpdesk environment Experience supporting small to medium-sized businesses (10–150 users) Strong working knowledge of Windows 10 and Windows 11 Hands-on experience supporting Microsoft 365 environments Basic understanding of networking concepts including DNS, DHCP, and IP addressing Experience using remote support tools and IT ticketing systems Excellent verbal and written communication skills using clear, professional English Outstanding customer service skills , with the ability to build rapport naturally and confidently Highly motivated, enthusiastic, and passionate about technology Genuine interest in learning and keeping up to date with new tech, systems, and tools Logical problem-solving mindset and ability to work under pressure Strong time management skills and ability to prioritise support tickets effectively Load Shedding Applicants must be able to ensure they can maintain reliable internet and power during UK working hours. #J-18808-Ljbffr