Remote Support Engineer

About Optionbox

Optionbox is a growing Managed Service Provider (MSP — a company that looks after other businesses' IT) based in Leeds, United Kingdom. We deliver IT support, VoIP telephony (internet-based phone systems), connectivity, CCTV and network cabling to small and medium-sized businesses across the UK. We're known for answering the phone in under 8 seconds — no call centres, no ticket queues, just real engineers giving expert, personal service. Many of our clients are non-technical, so clear, patient communication matters as much as technical skill.

The Role

You'll be a core part of our remote helpdesk, providing 1st and 2nd line support to our growing client base entirely remotely. You'll work tickets, take support calls, and resolve issues through our remote tools — from a Microsoft 365 email problem to a network fault. This is a fully remote engagement on a long-term, ongoing basis, so we're looking for someone who wants stability and to grow with us over time.

Key Responsibilities

• Respond to incoming support tickets and calls, logging all activity accurately in our PSA (Professional Services Automation — our ticketing and workflow system)
• Diagnose and resolve 1st and 2nd line issues across Windows desktops/laptops, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Active Directory / Entra ID (Microsoft's user-management systems), networking and VoIP
• Remotely set up and configure new user accounts, mailboxes and devices
• Monitor client systems using our RMM platform (Remote Monitoring and Management — software that lets us watch and fix client machines remotely) and escalate issues proactively
• Maintain accurate asset and documentation records for all client environments
• Communicate clearly and reassuringly with non-technical clients
• Support remote elements of client projects (M365 migrations, configuration, troubleshooting)

Essential Skills & Experience

• Minimum 2 year of hands-on IT support experience (helpdesk, MSP or in-house IT)
• Strong working knowledge of Windows 10/11 and Microsoft 365
• Experience with Active Directory / Entra ID user management
• Basic networking: TCP/IP, DNS, DHCP, routers, switches, VLANs (the building blocks of how networks connect and route traffic)
• Excellent spoken and written English, with the confidence to explain technical issues simply to non-technical UK clients
• A reliable, stable high-speed internet connection is essential, with backup power and a backup connection (e.g. UPS and a secondary line or mobile data) to maintain service during outages or load-shedding
• A quiet, professional home-working environment suitable for client calls
• As an independent contractor, you are responsible for your own tax and statutory obligations in South Africa (including SARS registration and returns)

Desirable (Not Essential)

• Experience at an MSP or IT services company
• Exposure to VoIP systems (Wildix, Gamma Horizon or similar)
• Familiarity with RMM tools (NinjaRMM, ConnectWise Automate, N-able)
• CompTIA A+, Network+, or Microsoft certifications (MS-900, MS-102)

What We Offer

• Fee paid in GBP, giving you a stable income that's protected against rand fluctuations
• A long-term, ongoing engagement — we want someone who'll stay and grow with us
• Varied, genuinely interesting work with real clients from day one
• A friendly, close-knit team where your input is welcome
• A company that plants a tree for every service contract — we take sustainability seriously

Pay: R220 000,00 - R250 000,00 per year

Work Location: Remote