L1 IT Support Engineer (MSP)

HIREXE; South Africa; Remote; ZAR 700,000 - 1,034,000; Full time

Job summary

Hirexe is seeking an IT Support Technician for an American MSP client. This remote role requires you to work in the EST time zone and deliver Level 1 support via calls and email, using ConnectWise RMM and Datto to resolve issues quickly.

You will troubleshoot Windows OS, basic networking, and IT problems, document actions, and escalate to senior engineers when needed. Strong typing, clear communication, and a customer‑focused approach are essential.

Qualifications

• 2+ years of MSP experience.
• Experience with ConnectWise RMM and Datto.
• Solid Windows OS knowledge and basic networking.
• Fast typing speed with accurate ticket handling.
• Excellent written and verbal communication.
• Strong customer service orientation and ability to work under pressure.

Responsibilities

• Provide Level 1 technical support to clients via calls and email.
• Manage tickets using ConnectWise RMM and other systems.
• Perform backup monitoring and basic hardware/software troubleshooting.
• Respond promptly to support requests and document resolutions.
• Collaborate with senior engineers for escalations when needed.

Skills

MSP experience

Windows OS

Basic networking

IT troubleshooting

Fast typing speed

Communication skills

Customer service

Tools

ConnectWise RMM

Datto

Job description

Location:

Remote (Must be willing to work EST Time zone)

Type:

Full-time

About Us:

A dynamic American-based Managed Service Provider (MSP) committed to delivering high-quality IT support and solutions to our clients. We pride ourselves on efficiency, responsiveness, and exceptional customer service.

Position Overview:

We are seeking an IT Support Technician with experience in ConnectWise RMM, Datto, and MSP environments. You’ll be the first line of support, handling tickets via calls and emails with speed and precision. If you're a proactive problem-solver with strong technical skills, we want to hear from you!

Key Responsibilities:

• Provide Level 1 technical support to clients, troubleshooting IT issues with speed and accuracy.
• Manage tickets effectively via ConnectWise RMM and other ticketing systems.
• Perform backup monitoring, basic networking, and hardware/software troubleshooting.
• Respond promptly to support requests received through phone and email.
• Document all support activities and resolutions.
• Collaborate with senior engineers for escalations when necessary.

Required Skills & Qualifications:

• 2+ years of experience in an MSP environment.
• Proficiency with ConnectWise RMM and Datto.
• Solid understanding of Windows OS, basic networking, and IT troubleshooting.
• Fast typing speed – accuracy and speed are key in ticket handling.
• Excellent communication skills, both written and verbal.
• Strong customer service orientation and ability to work under pressure.