An exciting opportunity exists for a proactive and customer-focused Support Engineer to join a growing technical team based in Cape Town. The successful candidate will be responsible for delivering remote and on-site support and maintenance services across desktop and server environments for a diverse customer base within a fast-paced MSP environment. This role also includes involvement in upgrades, migrations, troubleshooting, and continual service improvement initiatives.
Duties & Responsibilities
Key Responsibilities
- Respond to, troubleshoot, and resolve incidents identified by the Network Operations Centre monitoring tools
- Provide 1st and 2nd line support for incidents and service requests
- Perform root cause analysis on recurring issues and implement automation where possible
- Monitor trends relating to system capacity, stability, and performance to support reporting
- Deliver proactive support and value-added solutions to customers
- Implement system changes and assist with small projects, including upgrades and migrations
- Build and maintain strong working relationships with internal teams and customers
- Participate in a rotational standby schedule and occasional after-hours support
- Attend client sites when required for support and SLA-related engagements
Desired Experience & Qualification
Required Skills and Experience
- Minimum of 3 years’ experience within an IT MSP environment
- Experience providing remote desktop support on Windows operating systems
- Intermediate experience within Windows Server environments
- Working knowledge of:
- Active Directory
- DNS
- DHCP
- IIS
- File & Print services
- Experience with endpoint and server patch management
- Basic firewall and UTM administration experience
- Fundamental understanding of IP addressing, subnetting, and routing
- Strong written and verbal communication skills
- Sound understanding of ITIL-aligned service management practices
- Strong reporting and documentation capabilities
Advantageous Certifications
- Ideally Looking for: Microsoft Certs – MD102 and MS102 and Azure
- Microsoft Modern Desktop Administrator
- Microsoft 365 Fundamentals
- Microsoft Teams Administration
- Azure Fundamentals (AZ-900)
- VMware VCP Data Center Virtualization
- Veeam Certified Engineer (VMCE)
Personal AttributesThe ideal candidate will demonstrate:
- The ability to work effectively within a team environment
- A willingness to work remotely and onsite when required
- The ability to perform well under pressure
- Strong motivation, discipline, and ambition
- A proactive mindset focused on innovation and continual improvement
- Excellent customer service orientation and awareness of service level agreements
- Strong organisational and prioritisation skills
- Attention to detail and the ability to manage multiple priorities
- The ability to learn quickly and support the development of junior team members