Level 1 Communications and IT Engineer

Rydal Group; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Rydal Group in Cape Town is seeking a Level 1 Communications & IT Engineer to join a fast-paced service desk. You will own first-line tickets, log details, troubleshoot Windows 10/11, Microsoft 365, Active Directory and VoIP issues, and escalate when necessary.

The role operates on a 24-hour shift rota, including evenings and weekends, with a focus on delivering consistent, customer-focused support and contributing to knowledge base improvements.

Qualifications

• 1–2 years of experience in a technical support or service desk environment.
• CompTIA Network+ advantageous.

Responsibilities

• Act as the first point of contact for customer incidents and service requests.
• Log, categorise, prioritise and manage support tickets through to resolution or escalation.
• Troubleshoot and resolve first-line technical issues across telephony, networking and IT infrastructure.
• Escalate complex technical issues to senior engineers where appropriate, ensuring all troubleshooting steps are clearly documented.

Skills

Customer service

1st Line Support

Microsoft 365

Active Directory

VoIP

Networking basics

TCP/IP/DNS/DHCP

Windows 10/11

Tools

Microsoft 365 Admin Centre

Windows Server (basic)

VoIP configuration

Job description

You will be responsible for providing first-line technical support, acting as the initial point of contact for incidents and service requests. You will own support tickets from creation through to resolution or escalation, ensuring regular communication with both customers and internal teams in a professional and timely manner.

The successful candidate will diagnose and resolve a wide range of technical issues, deliver an excellent customer experience, and work collaboratively with senior engineers to ensure service levels are consistently achieved.

This role operates within a 24-hour rotational shift environment, and flexibility to work scheduled shifts, including evenings, weekends and public holidays, is essential.

As a Level 1 Communications & IT Engineer, you will be part of a fast-paced first-line support team, acting as the first point of contact for customers and users experiencing technical issues. These will include broadband outages, VoIP telephone configuration, call-routing faults, device troubleshooting, and creating new user accounts in Microsoft 365 and Active Directory.

You will be responsible for answering support calls, accurately logging tickets and gathering detailed information to fully understand the issue. You will use your troubleshooting skills and technical knowledge to diagnose and resolve faults wherever possible at first line.

Where an issue requires further investigation or specialist support, you will escalate it to senior engineers with a clear, detailed and well-structured ticket. This will include the symptoms reported, troubleshooting steps completed, results observed, relevant system information and your assessment of the likely cause. You will be expected to demonstrate your showing of working, ensuring that senior engineers have everything they need to continue the investigation without unnecessarily repeating work.

The role requires someone who can work calmly and methodically in a busy environment, manage multiple tickets and priorities, communicate clearly with customers and colleagues, and take ownership of issues from initial contact through to appropriate resolution or escalation.

You will play an important role in ensuring that issues are dealt with efficiently, accurately and professionally, while building your technical knowledge and developing towards more advanced engineering responsibilities.

Duties and Responsibilities

• Act as the first point of contact for customer incidents and service requests.
• Log, categorise, prioritise and manage support tickets through to resolution or escalation.
• Troubleshoot and resolve first-line technical issues across telephony, networking and IT infrastructure.
• Escalate complex technical issues to senior engineers where appropriate, ensuring all troubleshooting steps are clearly documented.
• Provide regular updates to customers throughout the lifecycle of incidents and service requests.
• Ensure all tickets are managed within agreed SLA targets.
• Accurately document customer interactions, troubleshooting activities and resolutions.
• Perform routine system health checks and monitoring.
• Assist with user account administration, password resets and basic Microsoft 365 administration.
• Support VoIP, SIP, broadband and connectivity-related incidents.
• Work collaboratively with the Senior teams to ensure efficient incident resolution.
• Identify recurring issues and report trends to management to support continuous service improvement.
• Contribute to maintaining accurate technical documentation and knowledge base articles.
• Participate in the 24-hour rotational shift schedule and provide support during weekends, evenings and public holidays as required.

Knowledge, Skills, and/or Abilities Required

To perform this role successfully, the individual must be able to carry out each essential duty to a high standard. The following requirements are representative of the knowledge, skills and abilities required:

• Excellent verbal and written communication skills with a strong customer service focus.
• Previous experience within a Service Desk, Helpdesk or 1st Line Support environment.
• Basic understanding of Microsoft 365 Admin Centre, Windows 10/11 and Active Directory.
• Ability to create and manage user accounts in Microsoft 365 and Active Directory, including password resets, account unlocks and basic group membership changes.
• Ability to troubleshoot common Windows 10/11 issues, including login problems, application errors, performance issues and peripheral connectivity.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint.
• Experience installing and configuring software, printers, peripheral devices and approved business applications.
• Understanding of endpoint security fundamentals, including antivirus alerts, multi-factor authentication, device compliance and recognising potential phishing attempts.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPN connectivity.
• Exposure to VoIP, SIP and telecommunications technologies would be advantageous.
• Experience supporting routers, switches and wireless networking.
• Ability to troubleshoot technical issues methodically and efficiently.
• Excellent organisational skills with the ability to manage multiple priorities.
• Strong attention to detail and accurate ticket documentation.
• A proactive approach with a willingness to learn and develop technical skills.
• Customer-focused, professional, collaborative and results-driven.
• CompTIA Network+ advantageous.
• Minimum 1–2 years' experience within a technical support or service desk environment.