Support Engineer (Proactive Services)

The Legends Agency

  • South Africa
  • Permanent
  • Full-time
  • 8 hours ago
Support Engineer (Proactive Services)Join a dynamic and fast-growing technology services providerRemote South Africa | Salary: Negotiable | Hours: 8AM to 5PM UKAbout Our ClientOur 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

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