• Assist clients by phone, email, remote access, and/or chat • Diagnose reported issues and provide accurate resolutions • Log incoming support tickets in the platform • Guide clients and answer questions about the solutions provided • Training and updates focused on personal development

• Provide Tier I/II technical support for Watchtower customers and end users • Troubleshoot hardware, software, network, and mobile device issues across multiple environments • Support Android, iOS, Windows, and Linux operating systems • Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues • Analyze system logs and identify root causes of technical problems • Escalate complex issues to engineering teams while maintaining customer ownership and communication • Monitor support ticket queues and ensure timely resolution of customer issues • Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements

Role Description Remote Recruitment is hiring an IT Support Engineer to provide second-line technical support to a UK-based business and its users. You'll work fully remotely, diagnosing and resolving hardware, software, and network issues with a focus on fast, professional service. - Provide second-line IT support via ticketing system, phone, and remote desktop tools - Diagnose and resolve hardware, software, and connectivity issues - Manage user accounts and permissions in Active Directory and Microsoft 365 - Maintain and update IT documentation and asset registers - Escalate complex issues to senior engineers when appropriate Qualifications - 2+ years of IT support experience at 1st or 2nd line level - Solid knowledge of Windows environments and Microsoft 365 - Familiarity with networking fundamentals (DNS, DHCP, VPN) - Strong communication skills and a customer-first attitude - Reliable fibre internet and a dedicated home workspace Benefits - Salary: R26,000 per month - Full-time, permanent remote position - Working hours: 09:00–17:00 UK time (11:00–19:00 SAST) - Equipment provided - 20 days paid leave Company Description We welcome applications from all backgrounds. If you're a problem-solver who takes pride in great IT support, apply today.

• End-user and service desk support • Provide prompt technical support to internal colleagues across laptops, mobile devices, Microsoft Windows, Office 365, Active Directory, and SharePoint. • Support customer-facing teams in troubleshooting end-user issues on our products and services, improving response and resolution times and meeting support SLAs. • Help implement and administer the improved IT service desk, including ticketing configuration, workflow definition, categorisation, and staff onboarding to the new system. • Telephony platform administration • Day-to-day administration of the Asterisk and FreePBX platform, including extension management, dial plan configuration, and IVR setup. • Manage and maintain call queues, ring groups, and routing logic across all active DDIs, and configure agent pause codes and operational states. • Coordinate with the telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution, carrying out changes in line with the Release and Deployment SOP. • Maintain telephony system documentation and keep the Telecommunications Management SOP current. • Call centre operations • Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates. • Support operational teams with call flow changes, queue adjustments, and IVR prompt updates in response to business need across Ireland, UK, and Australia. • Reporting and call statistics • Maintain and develop the call statistics system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting. • Build and improve automated reporting pipelines, working alongside the Data function where applicable, and ensure reporting is accurate, timely, and relevant. • Wallboard development and maintenance • Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility. • Develop new wallboard views and features, such as agents available versus calls waiting, working with the Head of IT on iterative improvements (PHP with a server-side cached data layer and a JavaScript client). • Monitoring, availability, and incident management • Conduct routine checks on IT systems, telephony infrastructure, and networks to identify issues before they escalate, monitoring call systems, server health, and connectivity. • Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy, maintaining line issues registers and contributing to post-incident reviews. • Maintain awareness of the telecoms vendor SLA and support the Head of IT in holding the vendor to its contractual obligations. • Security, compliance, and ISO 27001 support • Assist with internal ICT audits and compliance tasks, reviewing system configurations, user access levels, and vendor compliance against policy. • Maintain documentation needed for ISO 27001 audits and work with the Security and Privacy team to remediate findings, demonstrating continuous internal review of IT systems and suppliers. • Projects and continuous improvement • Contribute to major IT initiatives such as telecoms stability projects, new tool deployments, and office IT setups, taking delegated ownership of workstreams from the Head of IT. • Identify opportunities to streamline and automate recurring tasks, including reporting, and apply AI and scripting tools to improve speed, consistency, and quality where appropriate.