1st Line Technical Support Engineer

1st Line Technical Support Engineer
IT – Support

Cape Town – Western Cape – South Africa

Environment

Your ambition, strong technical curiosity and customer-first mindset is wanted by a thriving Managed Service Provider company to fill the role of a 1st Line Technical Support Engineer. You will support a diverse client base remotely and occasionally onsite. This role offers exposure to a wide range of technologies and the chance to grow your skills through collaboration with senior engineers and participation in projects. The ideal candidate will have 1-2 years of suitable experience including with Microsoft Windows 10-11, Microsoft Server 2016, 2019, 2022, Microsoft Office 365, Exchange, OneDrive, Microsoft Active Directory, Group Policy, DHCP, DNS, Bitdefender & Veeam.

Duties

• Provide 1st Line support via email, phone, and remote tools for clients in the UK, Europe, Asia, and the US.
• Visit client sites in SA for troubleshooting, configuration, and implementation of IT solutions if required.
• Troubleshoot and resolve hardware issues, including coordination with third-party vendors.
• Support and resolve issues involving Microsoft technologies (cloud and on-premise) and third-party systems.
• Assist Senior Engineers with resolving complex issues and participating in project rollouts.
• Maintain thorough documentation of IT systems, including applications and network diagrams.
• Deliver outstanding customer service and demonstrate a willingness to go the extra mile.

Requirements

• 1-2 Years relevant experience.
• Experience with Microsoft Windows 10/11.
• Microsoft Server 2016, 2019, 2022.
• Microsoft Office 365, Exchange, OneDrive.
• Microsoft Active Directory, Group Policy, DHCP, DNS.
• Basic understanding of network technologies, VLANs, IP routing.
• Basic understanding of wireless networking.
• Familiarity with SIP/IP telephony.
• Experience with enterprise antivirus solutions (especially Bitdefender).
• Exposure to backup technologies (e.g., Veeam, MSP360, LiveVault).
• Experience supporting various third-party applications and systems.
• Commitment to legal compliance (e.g., software licensing).
• Basic system monitoring and preventative maintenance skills.

Desirable

• Microsoft Certifications.
• HP Networking Certification.
• SonicWALL Certification.
• Microsoft SharePoint.
• Good understanding of IT security.
• Experience with firewalls/UTMs.
• Virtualization technologies (Hyper-V, VMware ESX, vSphere, vMotion).

Attributes

• Strong interpersonal and communication skills both face-to-face and over the phone.
• Well-presented, with a professional and customer-focused demeanour.
• Highly organized with the ability to manage and prioritize tasks under pressure.
• Strong attention to detail and time management.
• Enthusiastic and proactive, with a collaborative mindset.
• Willingness to assist in areas beyond core responsibilities when required.
• Ability to liaise with external suppliers and vendors effectively.

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