Support Engineer (Proactive Services)

Cape Town, Western Cape
Permanent
Full-time

7 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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