1st Line Support Engineer

Remote Choice; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology firm is seeking a motivated 1st Line Support Engineer in Cape Town. This role focuses on providing high-quality support, managing inbound tickets, and resolving various IT and telecom issues. Ideal candidates will have MSP experience and excellent problem-solving abilities, taking ownership of customer interactions. Strong understanding of networking concepts, as well as proficiency in Windows desktop environments and Microsoft 365, are essential. A passion for IT and customer satisfaction is key.

Qualifications

• Experience handling high-volume support calls and tickets.
• Ability to resolve technical issues quickly and independently.
• Strong focus on delivering customer service and documentation.

Responsibilities

• Respond to and resolve inbound support calls daily.
• Manage tickets in line with SLAs for First Call Resolution.
• Contribute to internal knowledge base for recurring issues.

Skills

Experience in MSP environments

Strong problem-solving skills

Excellent communication skills

Time management

Customer service orientation

Tools

Windows 10/11

Microsoft 365

Remote support tools

Ticketing systems

Job description

Job Title: 1st Line Support Engineer

Location: Cape Town (Office-Based)

Job Type: Full-Time | Permanent

About The Company

We are a rapidly expanding technology company headquartered in the South West, delivering innovative IT and communications solutions to small and medium-sized businesses. With multiple regional sales and support hubs, we pride ourselves on providing exceptional customer service, technical excellence, and tailored solutions.

About The Role

We are seeking a highly motivated 1st Line Support Engineer to join our dynamic Cape Town office-based team. This is an excellent opportunity for someone with high-volume MSP (Managed Service Provider) experience who thrives on responsibility, problem-solving, and delivering great service from start to finish.

In this role, you will be the first point of contact for technical issues, managing inbound tickets and support calls, and resolving a wide range of IT and telecom issues.

You won’t just be logging tickets — you will take full ownership, see problems through to resolution, and deliver a great experience every time.

Requirements

• Respond to and resolve a high volume of inbound support calls and tickets daily.
• Provide support across Windows desktop environments, Microsoft 365, VoIP/telephony, and network infrastructure.
• Take complete ownership of issues from start to resolution, including accurate documentation and follow-ups.
• Prioritize and manage tickets in line with SLAs, working from eldest to newest and aiming for First Call Resolution.
• Communicate clearly and regularly with customers throughout the support lifecycle.
• Escalate issues to second-line engineers as needed, providing full context and troubleshooting steps already taken.
• Contribute to internal knowledge bases and documentation for recurring or complex issues.
• Deliver outstanding customer service and technical guidance across all interactions.

Ideal Candidate Profile

• Strong background in MSP environments with experience handling multiple client environments simultaneously.
• Demonstrated ability to resolve technical issues quickly, efficiently, and independently.
• Driven, reliable, and focused on providing solutions—not just logging problems.
• Strong time management and organizational skills under pressure.
• Excellent verbal and written communication skills.
• Passion for IT, continuous improvement, and exceeding customer expectations.

Required Technical Skills

• Solid understanding of networking concepts (LAN/WAN, IP addressing, VPNs, DNS, DHCP).
• Experience supporting Microsoft 365 (user management, email troubleshooting).
• Proficiency with Windows 10/11 desktop environments.
• Familiarity with remote support tools (TeamViewer, AnyDesk, ConnectWise).
• Hands-on knowledge of VoIP technologies (SIP, PBX systems, call flow troubleshooting).
• Experience with ticketing systems (e.g., HaloPSA, Zendesk, Freshdesk, Autotask).
• Confident navigating CRM systems and maintaining accurate records.