Job Description
Job Title 1st / 2nd Line Support Engineer – Microsoft 365
Remote: South Africa
Role Overview
We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base.
Key Responsibilities
Support & Triage
ï· Act as first point of contact for incoming helpdesk tickets across our client base
ï· Triage, prioritise, and categorise tickets in line with SLA commitments
ï· Resolve 1st line issues directly and progress 2nd line tickets where skills allow
ï· Escalate complex issues to 2nd / 3rd line engineers with clear, well- documented handovers
ï· Keep clients informed with clear, professional updates throughout ticket lifecycle
Microsoft 365 Administration
ï· ï¿½ï¿½ Support day-to-day administration of:
o Microsoft Entra ID (Azure AD)
o Exchange Online
o SharePoint Online & OneDrive
o Microsoft Teams
o Intune
ï· Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access
ï· Assist with device enrolment and basic Intune policy troubleshooting
Security & Compliance
ï· Support MFA, Conditional Access, and Identity Protection tasks under senior guidance
ï· Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity)
ï· Assist with compliance-related requests including retention, DLP, and eDiscovery
ï· Flag potential risks and anomalies to senior engineers
Endpoint & Workplace Support
ï· Troubleshoot Windows 10/11 issues across managed devices
ï· Support users with Office apps, Teams, and collaboration tooling
ï· Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop)
Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition- led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through:
ï· A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering)
ï· Mentoring from senior engineers with deep experience across the Microsoft stack
ï· Exposure to project work alongside day-to-day support, so you build breadth as well as depth
Successful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands.
Requirements
Required Skills & Experience
Essential
ï· Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT)
ï· Hands-on experience administering Microsoft 365 tenants
ï· Working knowledge of:
o Microsoft Entra ID / Azure AD user and group management
o Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting)
o SharePoint Online and OneDrive permissions and sharing
ï· Confident troubleshooting Windows 10/11 and common Office app issues
ï· Excellent written and verbal communication — you'll be client-facing daily
ï· Strong organisational skills and the ability to manage multiple tickets concurrently
Desirable
ï· Experience in an MSP or multi-tenant environment
ï· Basic Intune experience (Windows and mobile enrolment, simple policies)
ï· Familiarity with Azure fundamentals (IaaS / PaaS basics)
ï· Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto)
ï· Awareness of Cyber Essentials or similar frameworks
Benefits
What We Offer
ï· Exposure to a modern Microsoft 365 stack across a diverse SME client base
ï· Clear escalation paths and mentoring from senior engineers
