SLA Account Manager

SUMMARY:
Our client, a dynamic and growing IT company based in Cape Town CBD requires a proactive, motivated SLA Account Manager to join their dynamic team. The individual will work on the IT Helpdesk as a technical agent, providing high-quality IT support as part of the helpdesk team, with occasional on-site client visits.

POSITION INFO:
Key Responsibilities
Client Ownership & SLA Delivery

• Act as the primary technical contact for assigned SLA clients
• Take ownership of incidents, requests, and problems for those clients
• Ensure tickets are handled in line with contractual SLAs and internal KPIs
• Proactively communicate with clients regarding progress, delays, and resolutions

• Windows 10 / 11 desktops and laptops
• Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics)
• Azure AD / Entra ID user management (users, groups, MFA, password resets)
• Endpoint security tooling (AV, EDR, BitLocker, MFA enforcement)
• Printers, scanners, and peripheral devices
• Basic networking (IP addressing, DHCP, DNS fundamentals, Wi-Fi, VPN access)

• Triage, investigate, and resolve support tickets independently where possible
• Escalate server-related or advanced infrastructure issues to internal specialist teams
• Work closely with junior helpdesk agents by delegating and reviewing suitable tasks

• Build trusted working relationships with client stakeholders
• Vendor / Supplier management and engagement with third parties to support their SLA
• clients.
• Identify recurring issues and recommend improvements or preventative actions
• Assist account management with technical input for renewals, changes, and upgrades

• Maintain accurate client documentation (network diagrams, user notes, configurations)
• Update internal knowledge base and client records as required
• Follow and contribute to internal ITIL-aligned service processes

• Matric and IT qualification (degree/diploma)
• Location: Must reside in Cape Town or surrounding areas and possess a valid driver’s
• license.
• Strong working knowledge of Microsoft 365 administration
• Solid Windows desktop support experience
• Experience supporting SME environments
• Good understanding of basic networking concepts
• Strong customer-service and communication skills
• Communication: Strong written and verbal communication skills in English.
• Professionalism: Well-presented, confident, and able to engage effectively with clients
• Organizational Skills: Detail-oriented, diligent, and able to perform under pressure.
• Team Player: Ability to collaborate while also working independently.

• Experience working in an SLA-driven environment
• Exposure to Azure AD / Entra ID security features
• MSP ticketing systems and documentation platforms
• Relevant Microsoft certifications (MS-900, MD-102, etc.)

• Office based
• Client-facing and relationship-driven
• Requires strong ownership and accountability
• Mix of technical problem-solving and service delivery
• No Linux support required
• Basic server administration responsibilities
• Vendor / Supplier management