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.

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

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

This role offers the opportunity to join a collaborative and forward-thinking environment where technical growth, customer service excellence, and innovation are highly valued