Tier 1 Service Desk Engineer

Job Title : Tier 1 Engineer

Location : Century City (On-site)

Employment Type : Full-time

Overview : Our client, a global Cybersecurity and IT Managed Services provider, is seeking a motivated Tier 1 Service Desk Engineer to join their team in Century City, Cape Town. The role offers world-class exposure, technical development, and the opportunity to work in a fast-paced environment supporting international clients across multiple industries.

Purpose of the Role

The Tier 1 Engineer is responsible for providing first-line technical support, assisting clients with day-to-day IT issues, and escalating complex incidents to higher tiers when necessary. The role is crucial in ensuring smooth operations, high client satisfaction, and the stability of IT environments across cloud, network, and security systems.

Key Responsibilities

Deliver first-line support for desktops, networks, and cloud applications.

Log, categorize, and resolve tickets within SLA targets.

Escalate complex incidents to Tier II or Tier III engineers with complete documentation.

Support the setup, configuration, and maintenance of workstations, networks, and mobile devices.

Monitor system performance and execute basic patching, updates, and security checks.

Contribute to process improvements and maintain accurate records in the PSA system.

Participate in team training and knowledge‑sharing sessions to develop technical expertise.

Skills and Experience

3–4 years’ IT experience within a support or helpdesk environment.

Solid knowledge of :

Windows & macOS workstations

Microsoft 365, Azure, SharePoint, Google Workspace

Basic networking — firewalls, routers, switches, VPNs, VLANs

Security and RMM tools — ESET, Bitdefender, FortiGate, Cisco Duo, WebTitan

Virtualisation and backup solutions — VMware, Hyper‑V, Veeam

Scripting familiarity (PowerShell) advantageous.

Relevant IT certifications (A+, N+, Microsoft MCSA / MCSE, Cisco CCNA, VMware VCP) desirable.

Core Competencies

Customer Focus : Dedicated to exceptional client experience.

Problem Solving : Analytical, resourceful, and proactive in resolving issues.

Teamwork : Works collaboratively and communicates effectively.

Adaptability : Learns quickly and thrives in a dynamic, fast‑paced environment.

Integrity & Professionalism : Demonstrates reliability, accountability, and honesty.

Core Values

Persistence

• Empathy
• Expertise
• Excellence
• Proactivity
• Integrity
• Teamwork
• Innovation

Culture & Perks

Supportive, collaborative, and high-performance culture

Continuous technical training and career development

Loyalty-based medical aid & retirement benefits

Regular social events and Friday lunches

Opportunities for UK travel and profit-share for top performers

#J-18808-Ljbffr