1st Line IT Support Technician (MSP Environment)

Remote Choice; Cape Town; On-site; ZAR 279,000 - 390,600; Full time

Job summary

A Managed IT Services Provider in Cape Town seeks an experienced 1st Line IT Support Technician. This role involves delivering high-quality technical support across various technologies. The ideal candidate has strong customer service skills and proven MSP experience. Responsibilities include troubleshooting, managing support tickets, and maintaining client infrastructure. This position offers strong growth opportunities in a collaborative environment.

Qualifications

• Proven experience working in an MSP environment.
• Strong work ethic with a willingness to learn and grow.
• Excellent customer service and communication skills.

Responsibilities

• Provide technical support across multiple client environments.
• Troubleshoot and resolve issues related to desktops and networks.
• Assist with ongoing maintenance of client infrastructure.

Skills

Customer service

Troubleshooting

Technical support

Communication

Organization

Tools

Windows 10/11

macOS

Active Directory

Microsoft 365

Networking protocols (IP, LAN/WAN, Wi-Fi, VPN)

Job description

Durbanville, Cape Town (In-Office)

Monday – Friday, 10:00 – 18:00 (RSA Time)

On-duty weekend support: once every second month

Overview

Our client is a well-established and growing Managed IT Services Provider (MSP) based in Cape Town, supporting a diverse portfolio of small to medium-sized businesses, along with several larger, specialist environments.

The Role

Reporting to the Technical Services Manager, the successful candidate will deliver high-quality technical support across desktop, server, cloud, networking, telephony, and connectivity services. They are looking to appoint an experienced 1st Line IT Support Technician with prior MSP experience to join their technical services team. This role offers excellent exposure to a wide range of technologies, a collaborative team environment, and strong opportunities for technical growth and development.

You will handle inbound support requests, troubleshoot issues, and escalation where necessary, ensuring clients receive timely, professional, and effective resolutions.

Requirements

• Provide technical support across multiple client environments (MSP setting)
• Troubleshoot and resolve issues related to desktops, servers, cloud platforms, and networks
• Assist with ongoing maintenance of client infrastructure (updates, monitoring, hardware checks)
• Handle inbound and outbound support calls professionally
• Respond to and manage support tickets in line with SLAs
• Communicate effectively with clients via phone and email
• Accurately log time, notes, and resolutions within the ticketing system
• Maintain up-to-date technical documentation and CRM records

Essential Skills & Experience

• Proven experience working in an MSP (Managed Services Provider) environment
• Strong work ethic with a willingness to learn and grow
• Excellent customer service and communication skills (written and verbal)
• Highly organised with strong attention to detail

Technical Skills

• Solid knowledge of Windows 10/11 and macOS
• Fundamental understanding of Windows Server environments
• Experience with:
  • Active Directory
  • DNS & DHCP
  • File permissions and Group Policy
• Strong Microsoft 365 experience, including:
  • Exchange Online
  • User and licence management
  • Microsoft Teams administration
  • SharePoint
• Practical networking knowledge (IP, LAN/WAN, Wi-Fi, VPN)
• Experience configuring/supporting firewalls and routers
• Understanding of IT security tools and concepts:
  • EDR/MDR
  • DNS filtering
  • Email security
• Proficient in Microsoft Office and standard business applications