Support Engineer (Callouts) (Somerset West)

SUMMARY:
-

POSITION INFO:

ENVIRONMENT:

ARE you the go-to person for solving tech problems? Then a dynamic provider of comprehensive IT solutions with a customer base across South Africa wants you as their next Support Engineer where you will play a key role in delivering exceptional IT support to clients. You’ll have the opportunity to work on interesting projects, develop your technical skills, and grow your career in a supportive environment. The ideal candidate will be confident, motivated, and tech-savvy with Matric/Grade 12, have Networking+ and A+ Certifications with 5+ years in a technical support or MSP environment including supporting Windows Server, Office 365, and networking infrastructure. Your other tech skills must include DNS, DHCP, Active Directory, Windows Server 2012 and up, Hyper-V, Azure & TCP/IP.

DUTIES:

Technical Support & Troubleshooting -

• Provide 1st Line Support for hardware, software, and network-related issues.
• Effectively troubleshoot issues and escalate complex problems to the Escalation Team or relevant stakeholders.
• Guide users through product features, setup, and common troubleshooting steps.
• Collaborate with third-party vendors to resolve technical issues when necessary.

Ticket Management -

• Attend to and manage assigned support tickets from start to resolution.
• Maintain detailed and timely updates on all ticket progress.
• Ensure each ticket includes a clear summary of work completed or resolution applied.
• Prioritize and complete tickets within defined SLA timeframes.

Client Communication & Service -

• Maintain clear, professional, and proactive communication with clients throughout the support process.
• Manage client expectations effectively and ensure a positive support experience.
• Provide guidance, recommendations, and technical insight to assist clients and improve their IT environments.

Process Improvement & Documentation -

• Log and document all client interactions accurately in support systems.
• Identify recurring issues and suggest process improvements to enhance support efficiency.
• Propose IT enhancements to assigned vCIOs that can improve the client's infrastructure and experience.
• Assist in developing and refining internal policies and procedures.

Collaboration & Development -

• Participate in the development of new features, bug fixes, and software improvements.
• Support customer-specific and engineering-driven initiatives within multicast and networking environments.
• Conduct peer code/design reviews and collaborate with adjacent teams on programming interfaces.
• Develop automated tests to support QA efforts and ensure high-quality software delivery.

Ongoing Learning & Tech Advancement -

• Proactively research unfamiliar topics and self-learn new technologies.
• Stay up to date with the latest tools, trends, and best practices in the IT industry.
• Share knowledge and contribute to a culture of learning and growth within the team.

*After-hours duty every few weeks for a week on a rotation basis with other Engineers/Technicians - Non-negotiable.

REQUIREMENTS:

Qualifications -

• Matric / Grade 12.
• Networking+ and A+ Certifications.
• MCSE/MCSA or equivalent (Preferred).

Experience/Skills –

• 5+ Years in a technical support or MSP environment.
• Experience supporting Windows Server, Office 365, and networking infrastructure.
• Exposure to ITIL best practices and working within SLA frameworks.
• DNS, DHCP, Active Directory.
• Networking fundamentals, security best practices.
• Hardware and software troubleshooting.
• Configuring routers, switches, firewalls, and wireless access points.
• Windows Server 2012 and up, including Hyper-V.
• Office 365, Google Workspace configuration.
• Cloud infrastructure (Microsoft Azure, third-party providers).
• Basic MikroTik and general firewall rule configuration.
• Familiarity with editing DNS records (CNAME, TXT, MX).
• TCP/IP, subnetting, port forwarding.

ATTRIBUTES:

• Customer-focused with a passion for helping others.
• Strong communicator—both verbal and written.
• Excellent time management and organizational skills.
• Proactive, self-motivated, and eager to learn.
• Detail-oriented with strong memory recall.
• Collaborative mindset, ready to both teach and be taught.
• Able to manage multiple priorities and adapt quickly to new tools and technologies.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.