1st Line IT Support Engineer - MSP Expert

Ultima; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Ultima is seeking a 1st Line IT Support Engineer to be the first point of contact for users experiencing technical issues, delivering timely resolutions and ensuring incidents are logged and escalated when needed.

You will troubleshoot hardware and software problems, assist with AD/Azure AD and Office 365 administration, manage user accounts, and collaborate with the IT team to meet SLAs and KPIs.

Qualifications

• Experience in an MSP IT helpdesk with ITIL aligned processes.
• Proficient in Microsoft Office and Windows environments.
• Experience administering Active Directory, Azure AD and Exchange Online.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and live chat.
• Troubleshoot hardware and software issues on desktops, laptops, printers and peripherals.
• Assist with software setup, account configurations, and network connections.
• Document incidents and requests in the ITSM tool and ensure SLA adherence.
• Create and update knowledge articles; support quality metrics and policy adherence.

Skills

ITIL

End-user support

Active Directory

Azure AD

O365 / Office 365

Exchange Admin

MS Office (2013/2016/0365)

Communication skills

Problem solving

Hardware knowledge

Education

Grade 12

Tools

ServiceNow ITSM

Job description

Ultima is seeking a 1st Line IT Support Engineer to be the first point of contact for users experiencing technical issues, delivering timely resolutions and ensuring incidents are logged and escalated when needed.

You will troubleshoot hardware and software problems, assist with AD/Azure AD and Office 365 administration, manage user accounts, and collaborate with the IT team to meet SLAs and KPIs.