Job Description

Support Engineer (Proactive Services)

Join a dynamic and fast-growing technology services provider

Remote South Africa | Salary: Negotiable | Hours: 8AM to 5PM UK

About Our Client

Our client is a young, dynamic, and ambitious technology services business with a strong heritage dating back to 1997. The company has consistently achieved impressive growth, averaging 23% year-on-year, with a low staff turnover and a thriving customer base. With a vision to become the most influential technology partner for SMEs across the South East of England, they combine innovation, expertise, and strong vendor partnerships.

As a trusted partner of leading global technology vendors such as Microsoft, HPE, VMware, Sophos, and Gamma, the company offers its people the chance to work with cutting-edge technology, contribute to shaping industry trends, and grow their careers in a supportive and fast-paced environment.

The Role: Support Engineer (Proactive Services)

Reporting directly to the Support Engineer Team Leader, this role focuses on delivering proactive monitoring and backup & recovery services for both contracted and non-contracted clients. In addition, you will step in as a 2nd Line Engineer when required, ensuring seamless support across the team. This is a role that requires excellent technical knowledge, problem-solving, and clear communication while maintaining control and logical decision-making under pressure.

Key Responsibilities

• Perform daily monitoring of proactive tools, ITSM queues, and MDR alerts
• Manage breach remediation, conditional access log analysis, and incident triage
• Diagnose and resolve backup anomalies, upgrade software, and review client schedules
• Deliver proactive and backup/recovery support across client environments
• Ensure tickets are logged, updated, and resolved within SLA obligations
• Conduct periodic backup testing and data restoration activities
• Produce weekly, ad-hoc, and RCA reports for internal and client use
• Collaborate with internal teams and escalate issues where required
• Recommend service improvements and identify training opportunities

About You

• A-Level/AS Level in IT, BTEC/HND in IT, or CompTIA A+/N+ (essential)
• Microsoft certifications (MCP/MCSE) and ITIL Foundation (beneficial)
• Proven experience with complex desktop/server/network troubleshooting
• Strong knowledge of Office 365 administration, 2FA troubleshooting, and MDR alerting
• Familiarity with Solarwinds/Nable monitoring tools and SonicWall remediation
• Broad understanding of on-prem and cloud infrastructures (O365, Azure, virtualisation, storage, security)
• Excellent communication, multitasking, and organisational skills
• Strong customer service orientation with the ability to explain technical issues to non-technical users
• Adaptability, logical problem-solving, and the ability to work effectively under pressure