About the Opportunity
A growing managed services provider supporting small and medium-sized businesses
across the UK is seeking a skilled 2nd / 3rd Line IT Support Engineer to join their Cape
Town-based technical support team.
This role is office-based in Durbanville and offers the opportunity to work in a fast-paced
MSP environment, supporting a broad range of technologies while delivering high levels of
customer service.
The successful candidate will have experience working within an IT helpdesk or MSP
support environment, with strong troubleshooting skills and the ability to manage escalated
technical issues.
Key Responsibilities
● Resolve escalated support tickets that cannot be resolved by the 1st Line support
team.
● Ensure incidents and service requests are handled within agreed SLAs.
● Take ownership of complex IT issues requiring investigation, troubleshooting and
resolution.
● Monitor and respond to alerts from monitoring and security systems to provide
proactive support.
● Provide clear and effective communication with clients and internal teams.
● Assist with mentoring and supporting junior engineers when required.
● Contribute to documentation updates and internal knowledge base improvements.
● Suggest process improvements to enhance service delivery and operational
efficiency.
● Participate in an on-call weekend rotation schedule.
Required Experience & Skills
● Minimum 2 years experience in an IT Helpdesk environment, ideally within an
MSP.
● Experience providing 2nd or 3rd Line technical support.
● Strong Microsoft 365 administration experience.
● Excellent troubleshooting and problem-solving skills.
● Strong written and verbal communication skills.
● Comfortable working with ticketing systems, CRM tools, and technical documentation
platforms.
● Ability to work effectively both independently and as part of a team.
● Valid South African driver’s license.
Working Environment
● Office-based role in Durbanville, Cape Town
● Supporting UK-based clients and systems
● Collaborative team environment within a growing technical support function
