Frontline IT Support Engineer – MSP Experience

Pro Talent; Cape Town; Remote; ZAR 240,000 - 360,000; Full time

Job summary

Pro Talent is seeking a Level 1 Support Engineer in Cape Town to act as the frontline contact across calls and live channels. You triage new tickets, aim for first-contact resolution, and hand over complex issues with clear documentation to avoid duplicate troubleshooting.

You will support MSP-style environments for regulated sectors, with responsibilities spanning incident resolution, ticket logging, client communication, and contributing to the knowledge base to improve service quality.

Qualifications

• Foundational level troubleshooting across Windows OS, Microsoft 365 apps, and endpoint hardware.
• Polished communication skills for phone and written interactions with clients.
• Strong ticket governance, escalation judgement, and proactive troubleshooting.
• Adherence to SOPs with a bias for continuous improvement.
• Experience in MSP or multi-client service desk environments.
• Familiarity with HaloPSA/IT Glue or comparable PSA/RMM tools.
• Vendor certifications such as Microsoft Fundamentals (MS-900) or CompTIA A+ are advantageous.
• Experience supporting users in regulated sectors (legal, finance, healthcare).

Responsibilities

• First-Contact Incident Resolution: diagnose and resolve tickets across Microsoft 365, Windows devices, printing, and standard software within SLAs.
• Triage & Structured Escalations: triage and escalate complex issues with thorough handover notes.
• Ticket Administration & Time Tracking: maintain real-time logs, updates, and time entries.
• Client Communication & Closure: close incidents with professional communication and request feedback.
• Knowledge Base Documentation: document proven solutions and contribute to the knowledge base.
• Operational Alignment: participate in daily huddles to review service desk priorities.

Skills

Foundational Technical Troubleshooting

Professional Communication

Service Desk Discipline

Process Compliance

MSP Background

Service Desk Toolsets

Industry Certifications

Regulated Sector Exposure

Tools

HaloPSA

IT Glue

PSA/RMM platforms

Job description

Pro Talent is seeking a Level 1 Support Engineer in Cape Town to act as the frontline contact across calls and live channels. You triage new tickets, aim for first-contact resolution, and hand over complex issues with clear documentation to avoid duplicate troubleshooting.

You will support MSP-style environments for regulated sectors, with responsibilities spanning incident resolution, ticket logging, client communication, and contributing to the knowledge base to improve service quality.