IT SLA Account Manager - Client Tech Support Lead

Kontak Recruitment; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A reputable IT services provider in Cape Town is looking for a service-driven SLA Account Manager to join its team. The position requires managing client relationships and delivering quality IT support based on SLA agreements. Candidates should possess strong skills in Microsoft 365 administration, Windows support, and have a solid understanding of networking. The role will involve both remote and on-site support, requiring strong communication and customer service skills.

Qualifications

• Strong working knowledge of Microsoft 365 administration.
• Solid experience in Windows 10 / 11 desktop and laptop support.
• Good understanding of basic networking concepts like IP addressing and DHCP.
• Strong customer service orientation with clear communication skills.

Responsibilities

• Act as the primary technical contact for assigned SLA clients.
• Take ownership of incidents and service requests for allocated accounts.
• Ensure all tickets are managed according to SLAs and KPIs.
• Provide both remote and on-site Tier 2 technical support.

Skills

Microsoft 365 administration

Windows 10 / 11 support

Networking concepts

Customer service orientation

Communication skills in English

Tools

Azure AD

Endpoint security tools

Job description

A reputable IT services provider in Cape Town is looking for a service-driven SLA Account Manager to join its team. The position requires managing client relationships and delivering quality IT support based on SLA agreements. Candidates should possess strong skills in Microsoft 365 administration, Windows support, and have a solid understanding of networking. The role will involve both remote and on-site support, requiring strong communication and customer service skills.