Dedicated Support Engineer

Ace Staffing; Cape Town; Hybrid; ZAR 180,000 - 300,000; Full time

Job summary

Ace Staffing seeks a Dedicated Support Engineer to provide first-line IT support to clients in a hybrid setup based in Somerset West, Western Cape. You will resolve day-to-day technical issues and ensure timely ticket resolution.

Candidates should have strong knowledge of Windows and common business apps, experience with ticketing systems, and good communication. Networking basics and remote support tools are valued.

Qualifications

• Prior IT support, service desk or technical support experience.
• Good knowledge of Windows operating systems and common business applications.
• Experience troubleshooting hardware, software, and connectivity issues.
• Familiarity with Microsoft 365 would be advantageous.
• Basic networking understanding.
• Experience with a ticketing or service management system.
• Strong troubleshooting and problem-solving ability.
• Good written and verbal communication skills.
• Strong customer-service orientation.
• Good organizational skills and attention to detail.
• Ability to prioritize multiple support requests and escalate when needed.

Responsibilities

• Provide first-line and technical IT support to clients.
• Respond to and resolve support tickets within agreed service levels.
• Troubleshoot hardware, software and network issues.
• Assist with workstation, laptop, printer and peripheral setup and support.
• Support user onboarding and offboarding processes.
• Assist with email, Microsoft 365 and common business application issues.
• Perform password resets and basic user administration.
• Troubleshoot basic connectivity and Wi-Fi issues.
• Use remote support tools to diagnose and resolve issues.
• Escalate complex issues to higher-level teams as needed.
• Maintain accurate ticket notes and adhere to SOPs.
• Keep clients informed of progress and timelines.
• Identify recurring issues and propose preventative solutions.

Skills

Windows OS

Business apps

Troubleshooting

Ticketing system

Communication

Customer service

Organizational skills

Escalation

Education

IT qualifications

Certifications

Tools

Microsoft 365

Remote support tools

Ticketing system

Job description

Dedicated Support Engineer

Location: Somerset West, Western Cape
Work Arrangement: Hybrid

An exciting opportunity is available for a Dedicated Support Engineer to provide reliable, professional and high-quality IT support to clients.

The successful candidate will be responsible for resolving day-to-day technical issues, providing excellent client service and ensuring support requests are handled efficiently, accurately and professionally.

Key Responsibilities

• Provide first-line and technical IT support to clients.
• Respond to and resolve support tickets within agreed service levels.
• Troubleshoot hardware, software, network and user-related issues.
• Assist with workstation, laptop, printer and peripheral setup and support.
• Support user onboarding and offboarding processes.
• Assist with email, Microsoft 365 and common business application issues.
• Perform password resets and basic user administration.
• Troubleshoot basic connectivity, Wi‑Fi and network‑related problems.
• Use remote support tools to diagnose and resolve technical issues.
• Escalate complex technical issues appropriately to S2 or S3.
• Maintain accurate and detailed ticket notes.
• Follow established support procedures and SOPs.
• Keep clients informed of progress, expected timelines and next steps.
• Identify recurring issues and raise opportunities for preventative solutions.
• Maintain a professional and customer‑focused approach at all times.
• Assist with documentation and knowledge‑base updates where required.

Requirements

• Previous experience in an IT support, service desk or technical support role.
• Good knowledge of Windows operating systems and common business applications.
• Experience troubleshooting hardware, software and connectivity issues.
• Familiarity with Microsoft 365 would be advantageous.
• Basic understanding of networking and IT infrastructure.
• Experience working with a ticketing or service management system.
• Strong troubleshooting and problem‑solving ability.
• Good written and verbal communication skills.
• Strong customer‑service orientation.
• Good organisational skills and attention to detail.
• Ability to prioritise multiple support requests.
• Ability to work independently while knowing when to escalation.
• Relevant IT qualifications or certifications would be advantageous.

Ideal Candidate

We are looking for a technically capable and customer‑focused support professional who takes ownership of problems from initial contact through to resolution.

You should be calm under pressure, communicate clearly with clients and colleagues, maintain accurate documentation and take pride in delivering consistent, professional IT support.

Experience within an MSP, managed services or client‑facing IT environment would be advantageous.

Head office: Somerset West
Work arrangement: Hybrid