24/7 IT Service Desk Technician (Security & Support)

Recruit-It

Wes-Kaap

On-site

ZAR 180,000 - 300,000

Full time

14 days+

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Job summary

Recruit-It is seeking a 24/7 service desk professional to provide remote first-line support for contract clients in a fast-paced MSP environment. You will manage incidents, perform initial troubleshooting, and own tickets through to resolution while maintaining clear documentation.

Ideal candidates have 1–2 years in MSP IT support, strong customer service, and experience with Microsoft 365, AD, and security workflows.

Qualifications

1-2 years’ experience in an MSP or fast-paced IT support environment.
Experience supporting Microsoft 365 business environments.
Experience managing support tickets and working to SLAs.
Ability to prioritise workload and work independently.
Strong customer service skills.

Responsibilities

Provide first-line remote support for contract 24/7 clients.
Answer, log and manage incoming incidents and service requests.
Perform initial troubleshooting and resolve issues within agreed capability.
Maintain ownership of assigned tickets until resolution or escalation.
Ensure tickets are updated accurately with clear progress and next actions.
Monitor security alerts across client environments.
Review Microsoft Defender, Microsoft 365 and security platform alerts.
Investigate suspicious activity including sign-in events, audit logs and endpoint alerts.
Follow documented security processes and escalation procedures.
Escalate potential security incidents promptly with appropriate technical information.
Prioritise tickets based on impact and urgency.
Escalate technical or security issues to senior technicians where appropriate.
Provide complete and accurate handovers between shifts and technical teams.
Ensure no ticket or incident is left without ownership or clear next action.
Maintain accurate ticket notes and investigation records.
Follow agreed service desk and security processes.
Contribute to internal documentation and knowledge articles.
Identify recurring issues and raise opportunities for improvement.
Develop technical and security knowledge through training and certifications.
Build understanding of Microsoft security technologies and best practice.
Participate in team knowledge sharing and continual improvement initiatives.