Level 1 Tech Support - Managed Services in Cape Town

Level 1 Managed Services Technician

Location :  Cape Town CBD (Workshop17)   Work From Office Only

Salary :  Starting from R18,000 per month (depending on skills and experience)

Working Hours :  Monday to Friday, UK Hours (9am6pm / 10am7pm depending on daylight savings)

The Opportunity

We are growing! As part of our evolution, were looking for an experienced  Level 1 Managed Services Technician  to join our  Managed Services Helpdesk Team .

This is an opportunity to build a long-term career with a  UK-based MSP (Managed Service Provider) , supporting a diverse client base including healthcare, charity, and retail sectors. Our clients are typically  medium to large organisations , with infrastructure setups ranging from cloud-based (Azure AD) to hybrid environments.

The ideal candidate will not only have strong technical skills but also understand the  value of every client and candidate interaction . Were building talent pipelines for the futureso we treat each profile and support case with care, attention, and long-term thinking.

Key Responsibilities

• Provide 1st line technical support  to internal and external stakeholders via Helpdesk, phone, live chat, and email.
• Log and triage tickets  using the Helpdesk Management System (e.g., ConnectWise), ensuring accurate categorisation and prioritisation.
• Perform  initial troubleshooting and escalate where needed  to Level 2 or 3 support, maintaining excellent customer care.
• Set up and manage user accounts  (Active Directory, AzureAD, Hybrid AD), including password resets, MFA setup, and user permissions.
• Support Office 365 applications , including Exchange Online, OneDrive, Teams, and SharePoint troubleshooting.
• Manage  networked devices , such as printers using print servers and user code systems for secure access.
• Perform hardware / software installations  and remote maintenance tasks, including patch management and antivirus updates.
• Proactively monitor internal systems  (backups, antivirus, patch management dashboards) and create tickets for detected issues.
• Assist with  small order preparation, hardware delivery, and configuration  (PCs, laptops, printers).
• Identify and act on  cybersecurity risks , including compromised device management and phishing incidents.
• Work closely with clients, scheduling calls and ensuring  non-technical users are supported with patience and clarity .
• Continuously develop your technical knowledge to meet  MSP industry certifications  and stay ahead of emerging technology.

What Were Looking For

Essential Skills & Experience

Microsoft Windows Server

Soft Skills & Competencies

Desirable

ITIL Foundation

Diversity & Inclusion

Surgo (Pty) Ltd is committed to building a diverse workforce and encourages people with disabilities and candidates from underrepresented backgrounds to apply.

Due to the volume of applications, if you dont hear back within three months, please consider your application unsuccessful. However, your CV will be retained in our database for future opportunities every CV is treated as part of our long-term talent pipeline.  If you prefer us not to keep your CV, please contact  recruitment@surgo.co.za .