SUMMARY:
This role is the frontline of IT support, responsible for handling incoming support tickets via phone and email, and resolving or escalating technical issues as needed.
POSITION INFO:
1st Line Service Desk Engineer
Be the first line of support in a fast-paced MSP environment, solving real client problems daily
Cape Town (Gardens) | R25,000 – R30,000 per month
About Our Client
A well-established Managed Service Provider (MSP) delivering responsive and professional IT support to a diverse client base. Known for combining technical expertise with excellent customer service, they focus on proactive solutions and long-term relationships. Based in Gardens, Cape Town, the team values initiative, quality, and accountability.
The Role: 1st Line Service Desk Engineer
This role is the frontline of IT support, responsible for handling incoming support tickets via phone and email, and resolving or escalating technical issues as needed. Youll deliver high-quality remote troubleshooting, user account management, and technical assistance for both software and hardware environments. A key part of the job is owning tickets from start to finish and ensuring all clients receive excellent service.
Key Responsibilities
- 1+ years experience in a 1st line support role, preferably within an MSP environment
- Act as the first point of contact for all IT incidents and service requests via phone and email
- Troubleshoot remotely using Datto RMM, TeamViewer, or AnyDesk
- Support Windows 10/11, Microsoft 365 (including Teams, OneDrive, SharePoint), and basic hardware issues
- Handle user account management, including password resets, MFA setup, and permissions
- Maintain and update internal IT documentation
- Escalate complex issues to 2nd or 3rd line engineers with clear handover notes
About You
- At least 1 year of experience in a 1st line support role
- Strong knowledge of Microsoft 365, Windows OS, and basic networking (TCP/IP, DNS, DHCP, VPN)
- Excellent communication and customer service skills
- Able to multitask and manage priorities in a fast-paced environment
- Familiar with antivirus and backup tools (e.g. Acronis, Windows Server Backup)
- Exposure to tools like Cisco Meraki, Ubiquiti, or Datto RMM is a plus
- Experience with Autotask or Kaseya ticketing systems is beneficial
- IT certifications (CompTIA A+, Microsoft Fundamentals) are an advantage
- Note: Working hours may vary, including early or late shifts depending on the weekly rota.
