Prodigy IT Solutions is the outsourced IT department for small and medium-sized businesses. We are a customer service business that happens to do IT, with a huge emphasis on delivering the very best for our clients.
As an award-winning employer having won best place to work in our local area and been a finalist in recent years we know what it takes to build a working environment where people are genuinely valued. We invest in our teams, develop our people, and create careers, not just jobs.
Role Overview
We are looking for a senior 2nd Line Engineer, with a clear ambition for progression into 3rd line with service delivery responsibilities. This role will involve solving technical escalations from the 2nd line team, assisting with the operations of the helpdesk and ensuring that our service delivery standards are met. You will be working closely with our Managed Services Manager where you’ll learn the operational and technical standards that we have built our reputation on. Over time, the right candidate will take full ownership of these processes independently.
This is a role for someone who has a keen passion for technology, continual improvement, process and documentation. If you are looking for a career where you will be developed, challenged and progress to become a future leader, this role is for you!
Key ResponsibilitiesTechnical Support & Escalation
· 2nd line escalation point for the helpdesk team, resolving technical issues efficiently.
· Progression towards 3rd line capability through mentorship, hands on experience and independent learning.
· Take ownership of client issues from start to finish, ensuring amazing customer service and clear communication for the duration.
Service Delivery
· Supporting the Managed Services Manager in maintaining service delivery standards across our clients.
· Assist in management of the helpdesk queue, making sure SLA’s are met, tickets are resolved correctly etc.
· Assisting with routine checks within PSA.
· Covering 2nd line team during holidays or sickness.
· Covering Managed Services Manager during holidays or sickness.
· Assisting with onboarding new clients and managing transitions.
Documentation & Process
· Maintain and contribute to IT Glue Documentation with continual improvement in mind.
· Follow and assist with the development of internal processes.
· Log all work within ticketing system.
Technical RequirementsEssential Skills (non negotiable)
· Extensive 2nd line experience within an MSP environment (3+ Years).
· Microsoft 365 – Exchange, Teams, SharePoint, Licensing.
· Windows Server – Active Directory, Group Policy, DNS, DHCP.
· Networking fundamentals – VLAN, VPNs, firewall (Watchguard preferred).
· Basic Cyber Security principles.
Desirable Skills
· Experience with 3rd line escalations or a desire to develop towards this.
· EDR.
· Backup & disaster recovery.
· IT Glue or similar documentation platform.
· Azure Virtual Desktop (AVD).
· Conditional Access.
· VoIP.
What we’re looking for
Whilst the ideal candidate should come with technical experience, there’s also some additional traits that we really value:
· Passion for technology and solving problems – someone who genuinely loves working on complex issues, not to just understand the fix, but why it happened!
· High attention to detail – at this level, minimising mistakes is extremely important.
· Ownership – someone who can work independently and take charge of their tickets and clients.
· Excellent communication skills – written and verbal, technical and non technical. All are equally as important.
· Desire to learn – This role will include a significant amount of mentorship from our Managed Services Manager.
· Ability to thrive under pressure – Issues happen, it’s the nature of being an MSP. We’re looking for someone who thrives in this environment!
Career Progression
This role has been created with clear intentions; the successful candidate will be working towards developing into a Senior 3rd Line Engineer / Service Delivery with the expectation over time they will be capable of operating as the Managed Services Manager.
What You Get
- Fully remote work from anywhere in South Africa
- 24 days holiday plus bank holidays
- Microsoft training and certifications paid for
- Soft skills training
- Full home office setup laptop, monitors, keyboard and mouse
- Monthly team check-ins and quarterly staff outings
- A genuinely supportive team culture
Work Location: Remote
