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Level 2 Remote & Field Support Engineer (Outbound)

Advanced Projects & People
4 days ago
Full-time
Remote
South Africa
Engineer

Introduction

Job Specification: Level 2 Remote & Field Support Engineer (Outbound) 
Position Title: IT Remote Support Engineer – Level 2 
Job Type: Full-Time | On-site 

Working Hours: Shifts (8-hour shifts, weekends, or public holidays) may apply depending on the requirements). 

 Location: Midrand or Kyalami officee
Department: IT Support / Field Services 
Reports To: Service Desk Team Leader or Team Supervisor 

 

Overview:

We are looking for a proactive and customer-focused Level 2 IT Remote Service Engineer to join our dynamic IT support team supporting a key Customer in the financial sector. As the second point of contact for users, you’ll play a key role in analysing, diagnosing, and resolving IT-related incidents and service requests. 

 

Duties & Responsibilities

Key Responsibilities: 

  • Handle transferred (Inbound) calls routed from Level 1 Service Desk staff professionally and courteously. Make timeous (Outbound) calls to effected end users keeping SLA in mind. 

  • Handle all incidents, service requests, and queries accurately in the service management system (ServiceNow). 

  • Perform second-line troubleshooting for Hardware, Software, Network, and System access issues. 

  • Escalate issues to Level 3 or appropriate resolver teams with accurate documented detail on the steps taken, proposed solutions and if in person representation is where remotely not Resolvable. 

  • Adhere to defined SLA (Service Level Agreement) and quality standards. 

  • Provide excellent user guidance and advice (e.g., telephonic guidance, software navigation, etc). 

 

 

Desired Experience & Qualification

Required Skills & Competencies: 

  • Excellent communication skills – both verbal and written. 

  • Ability to handle high to medium call volumes in a calm, professional manner. 

  • Strong problem-solving and analytical skills. 

  • Customer-centric with a helpdesk mindset with discipline to follow implemented greeting scripts and standards. 

  • Basic knowledge of: 
    • Microsoft Windows 10, 11 & Office 365 suite 
    • Printer & peripheral support 
    • Network basics (Wi-Fi, VPN, DNS) 

  • Technically inclined with the ability to assess issues, identify root causes, and apply swift resolutions in line with customer standards and compliance requirements. 

 

Qualifications & Experience 

  • Grade 12 / Matric (minimum). 

  • A+, N+, or ITIL V4 Foundation certification. 

  • Azure and Microsoft fundamentals and administration (advantageous). 

  • 2-5 years’ experience in Service Desk or Field Support. 

  • Experience in supporting End Users with technical disruptions. 

 

Package & Remuneration

What We Offer:

  • Market related salary 

  • Career growth opportunities in IT support 

  • Access to internal training and certifications 

  • Inclusive and supportive team culture 

  • Exposure to multiple technologies and environments 

 

Interested?