L1 IT Support Engineer

Future Teams; South Africa; On-site; ZAR 279,000 - 390,600; Full time

Job summary

A managed IT services provider is seeking a Level 1 IT Support Engineer to join their remote helpdesk team in South Africa. This role involves providing first-line support for hardware, software, and network issues while ensuring a high standard of customer service. Ideal candidates have 3+ years in an MSP helpdesk environment, strong knowledge of Windows 10/11 and Microsoft 365, and excellent communication skills. A passion for technology and a logical problem-solving mindset is essential. Applicants must ensure reliable internet and power during UK working hours.

Qualifications

• 3+ years of experience in a managed service provider helpdesk.
• Experience in supporting small to medium-sized businesses (10–150 users).
• Excellent customer service skills and rapport-building ability.

Responsibilities

• Provide first-line technical support for hardware and software issues.
• Respond to helpdesk tickets and calls according to SLA requirements.
• Troubleshoot desktops, laptops, and mobile devices.

Skills

Customer service skills

Windows 10 and Windows 11

Microsoft 365

Remote support tools

IT ticketing systems

Networking concepts

Verbal communication skills

Written communication skills

Logical problem-solving

Time management

Job description

Overview

Our UK-based client is a managed IT services provider supporting small to medium-sized businesses across a wide range of industries. They deliver reliable, proactive IT support, infrastructure management, and cloud-based solutions, with a strong focus on responsiveness, security, and exceptional customer service. Their helpdesk operates in a fast-paced MSP environment where building rapport with end users and delivering a positive support experience is just as important as technical ability.

Position

Level 1 IT Support Engineer to join their helpdesk team. This role is ideal for someone who is highly motivated, enthusiastic, and genuinely passionate about technology. You will be the first point of contact for customers, providing prompt, friendly, and effective support while resolving hardware, software, and network-related issues via phone and ticketing systems.

This is a remote position open to those living anywhere in South Africa.

Working hours

09:00 – 17:00 UK time, 40 hours per week.

Duties & Responsibilities

• Provide first-line technical support for hardware, software, and network-related issues
• Respond to incoming helpdesk tickets and calls in line with SLA requirements
• Troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment
• Support Microsoft Office 365 applications, including Outlook, Teams, and SharePoint
• Use remote desktop tools to support offsite and remote users
• Log, track, update, and resolve incidents and service requests via the IT ticketing system
• Escalate unresolved or complex issues to 2nd and 3rd line support when required
• Assist with user onboarding and offboarding, including account setup and hardware preparation
• Contribute to IT documentation and knowledge base articles
• Deliver a high standard of customer service, ensuring users feel listened to, supported, and valued

Skills, Experience & Requirements

• Minimum 3 years’ experience working in a managed service provider (MSP) helpdesk environment
• Experience supporting small to medium-sized businesses (10–150 users)
• Strong working knowledge of Windows 10 and Windows 11
• Hands-on experience supporting Microsoft 365 environments
• Basic understanding of networking concepts including DNS, DHCP, and IP addressing
• Experience using remote support tools and IT ticketing systems
• Excellent verbal and written communication skills using clear, professional English
• Outstanding customer service skills, with the ability to build rapport naturally and confidently
• Highly motivated, enthusiastic, and passionate about technology
• Genuine interest in learning and keeping up to date with new tech, systems, and tools
• Logical problem-solving mindset and ability to work under pressure
• Strong time management skills and ability to prioritise support tickets effectively

Load Shedding

Applicants must be able to ensure they can maintain reliable internet and power during UK working hours.