Technical Support Engineer II (Tier 2-3 | MSP)

This is a remote position.

Support Engineer II (Tier 2)

Remote | Full-Time | South Africa

Position Overview

NetOps Africa is seeking an experienced Support Engineer II to provide advanced technical support within a fast-paced Managed Service Provider (MSP) environment.

The successful candidate will be responsible for resolving escalated technical issues across workstations, servers, networks, Microsoft 365, cloud services, and business applications. This role requires strong troubleshooting abilities, excellent customer service, detailed documentation, and the ability to independently manage technical issues through resolution.

The ideal candidate has hands-on MSP experience, a solid foundation in Microsoft technologies and networking, and enjoys working directly with clients to resolve complex technical challenges.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Tier 2 technical support for escalated workstation, server, network, and application issues.
  

• Troubleshoot network connectivity issues involving Wi-Fi, switches, routers, VPNs, and firewalls.
  

• Diagnose Active Directory, Group Policy, DNS, DHCP, file-sharing, and authentication issues.
  

• Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.
  

• Support Microsoft Intune, device enrollment, endpoint management, MFA, and Conditional Access.
  

• Identify recurring problems, perform root-cause analysis, and implement lasting solutions.
  

• Escalate complex issues to senior engineers with thorough troubleshooting documentation.
  

Systems, Networking & Security

• Support Windows Server environments, including maintenance, patching, and performance troubleshooting.
  

• Configure and troubleshoot firewalls, routers, switches, wireless access points, and VPN connectivity.
  

• Support virtualization platforms, including Hyper-V and VMware.
  

• Monitor and maintain client systems using RMM tools, preferably NinjaOne or similar platforms.
  

• Monitor backup systems, investigate failures, and assist with backup restoration and disaster recovery.
  

• Perform endpoint security checks, vulnerability remediation, patch management, and system maintenance.
  

• Support workstation deployments, software installations, updates, and licensing.
  

• Collaborate with vendors and other technical teams to resolve infrastructure and application issues.
  

Client Support & Service Delivery

• Provide professional technical assistance through phone, remote support sessions, and ticketing systems.
  

• Take ownership of assigned tickets from initial escalation through resolution.
  

• Maintain clear and consistent communication with clients regarding ticket progress and resolution.
  

• Manage multiple support requests while meeting established service-level agreements (SLAs).
  

• Provide technical recommendations and educate end users on best practices.
  

• Deliver a consistently high standard of customer service.
  

Documentation & Team Collaboration

• Maintain accurate ticket notes, troubleshooting steps, and time entries in the PSA system.
  

• Document technical procedures, client configurations, and solutions in the documentation platform.
  

• Work with ConnectWise PSA, IT Glue, and other MSP management tools.
  

• Assist and mentor junior support technicians.
  

• Collaborate with senior engineers on complex escalations and infrastructure issues.
  

• Identify opportunities to improve technical processes and reduce recurring incidents.
  

Requirements

Required Qualifications & Experience

• Minimum 3 years of professional IT support experience, preferably within an MSP environment.
  

• Strong hands-on experience supporting Windows 10/11 and Windows Server environments.
  

• Solid knowledge of Active Directory, Group Policy, DNS, DHCP, and NTFS/share permissions.
  

• Experience administering Microsoft 365, Exchange Online, Entra ID, and Microsoft Intune.
  

• Understanding of IP addressing, subnetting, VLANs, firewall rules, VPNs, and network troubleshooting.
  

• Experience supporting routers, switches, wireless access points, and network connectivity.
  

• Working knowledge of Hyper-V, VMware, or comparable virtualization technologies.
  

• Familiarity with backup and disaster recovery solutions such as Datto, Veeam, or Acronis.
  

• Experience using PSA, RMM, and documentation platforms within an IT support environment.
  

• Strong written and verbal English communication skills.
  

• Ability to troubleshoot independently, prioritize workloads, and manage escalated support tickets.
  

• Strong documentation skills and attention to detail.
  

Preferred Qualifications

• Previous experience working within an MSP supporting multiple client environments.
  

• Experience with ConnectWise PSA, NinjaOne, and IT Glue.
  

• Microsoft certifications such as MS-102, MD-102, or AZ-104.
  

• CompTIA A+, Network+, or Security+.
  

• Experience with PowerShell scripting and technical automation.
  

• Familiarity with phone-based technical support queues and remote customer support.
  

• Experience mentoring junior technicians.
  

Remote Work Requirements

As a fully remote position, candidates must have:

• Reliable fiber internet with a minimum speed of 100 Mbps.
  

• Reliable backup power to maintain productivity during power interruptions.
  

• A suitable computer with at least an Intel Core i5 or equivalent processor, preferably no older than five years, and a minimum of 8 GB RAM (16 GB preferred).
  

• A professional noise-cancelling headset and functional webcam.
  

• A quiet, dedicated workspace suitable for professional client calls.
  

• The ability to work a consistent schedule aligned with the supported client's business hours.
  

• Availability for occasional after-hours or weekend maintenance and support, when required.