Call Operators - Tier 1 Service Desk Engineer

Believe Resourcing; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT support firm in Cape Town is looking for a Tier 1 Service Desk Engineer (Call Operator) to provide first-line technical support over the phone. The ideal candidate has 3-4 years of MSP IT support experience and is proficient in Windows, macOS, and M365. Responsibilities include logging and escalating tickets, assisting with technical issues, and supporting team processes. Benefits include loyalty-based medical aid, training opportunities, and social events. This is an excellent role for individuals passionate about IT in a high-growth environment.

Benefits

Loyalty-based medical aid & retirement benefits

Training, career development & mentoring

Social events & Friday lunches

UK trips for top performers

Profit share opportunities

Qualifications

• 3–4 years of experience in MSP IT support.
• Strong knowledge of Windows & macOS, M365, Azure, SharePoint.
• Basic understanding of networking, firewalls, VPN, VLAN.

Responsibilities

• Provide first-contact technical support via phone.
• Log and escalate tickets accurately within SLA.
• Assist with basic workstation, network, cloud, and security support.

Job description

Tier 1 Service Desk Engineer (Call Operator)

Location: Century City, Cape Town (On-site)

Employment Type: Full-time

About Our Client

Our client is an international Cybersecurity & IT Support provider offering world-class exposure, strong career growth, technical development, and a supportive, high-performance culture.

About the Role

The Tier 1 Service Desk Engineer (Call Operator) provides first-line technical support via telephone, ensuring quick, accurate resolutions. When issues can’t be resolved immediately, tickets must be logged and escalated to the engineering team. This role is ideal for someone who thrives in a fast-paced MSP environment and loves solving IT problems.

Strong communication skills are essential, as this role focuses heavily on delivering support over the phone.

Key Responsibilities

• Provide first-contact technical support via phone.
• Log and escalate tickets accurately within SLA.
• Assist with basic workstation, network, cloud, and security support.
• Support team processes, documentation, and continuous improvements.
• Assist account managers with basic client roadmaps and IT best practices.

Skills & Experience

• 3–4 years MSP IT support experience (essential).
• Strong knowledge of Windows & macOS, M365, Azure, SharePoint, Google Workspace.
• Basic understanding of networking, firewalls, VPN, VLAN, VoIP, AD, DNS, GPO.
• Exposure to VMware, Hyper-V, backup solutions, SAN/NAS (advantageous).
• Experience with RMM & security tools (FortiGate, ESET, Bitdefender, Duo, WebTitan, etc.).
• IT degree or certifications (A+, N+, MCSE, CCNA, VCP) beneficial.

What You’ll Need

• Excellent communication skills (telephone-based support).
• Strong customer focus and problem-solving ability.
• Ability to work under pressure in a busy MSP environment.
• Proactive attitude, willingness to learn, and team-first mindset.

Culture & Perks

• Loyalty-based medical aid & retirement benefits
• Training, career development & mentoring
• Social events & Friday lunches
• UK trips for top performers
• Profit share opportunities

If you’re passionate about IT, love helping people, and want world-class exposure in a high-growth tech environment, this role is for you.