Level 1 Engineer

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

Job summary

A leading cloud solutions provider in South Africa is looking for a Support Technician to manage client tickets and troubleshoot various support issues. Ideal candidates will have a strong knowledge of Windows and Mac OS, networking principles, and client management. Responsibilities include ensuring thorough documentation, training new staff, and communicating effectively with clients. Join a diverse and growing team that values collaboration and continuous learning.

Qualifications

• Ability to troubleshoot and resolve basic support issues.
• Experience in managing tickets and client communication.
• Willingness to mentor and train new staff.

Responsibilities

• Manage client tickets and ensure thorough documentation.
• Troubleshoot support issues and escalate when necessary.
• Mentor new staff members.

Skills

Knowledge of Windows and Mac OS

Troubleshooting mobile devices

Basic administration of Office, Azure, Active Directory

Knowledge of networking hardware

Knowledge of peripherals

Networking principles

Familiarity with Windows Server OS' and virtualization

Job description

About Ekco

Founded in ****, Ekco has quickly become one of Europe's fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments. In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world. Today, we're a thriving team of 1,+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we're continuing to grow. At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do: On It: We take ownership, follow through, and get things done. All In: We collaborate, support each other, and commit fully to shared goals. Connected: We build trusted relationships with colleagues, clients, and partners. Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level. If these values resonate with you, you'll feel right at home here.

The Role

This position candidate will need to have the ability to troubleshoot, diagnose and resolve basic support issues in a timely fashion, as well as learning new skills and processes along the way. Candidates will need to liaise with clients and 3rd party vendors. Candidates will be responsible for communicating with clients, managing the tickets in their queue, communicating with their team, team leads, manager, and other departments when required.

Day-to-day at Ekco:

• Manage your tickets by ensuring communication with clients and ticket notes are documented in a thorough fashion.
• Troubleshoot support issues, tech check and elevate tickets when necessary.
• Mentor and train new staff members when they join the team.
• Communicate issues internally through daily and weekly huddles as well as on MS Teams.
• Coordinate with clients and 3rd party vendors.
• Ensure you are working towards your weekly goals, assigned by the Service Delivery Manager.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required.

Key Requirements

• Knowledge of Windows and Mac OS – Configuration and troubleshooting
• Knowledge of troubleshooting mobile devices for mail configuration and MFA setup
• Basic administration of Office, Azure, Active Directory and MS Office
• Knowledge of networking hardware; switches, wireless access points, network firewalls and routers
• Knowledge of peripherals used by our clients – Docks, mice, keyboards, monitors etc.
• Knowledge of networking principles, administration of firewalls and networking, including VPN
• Familiarity with Windows Server OS' and virtualization

Why Ekco

Microsoft's **** Rising Star Security Partner of the Year. First Irish Microsoft MSP to achieve all four Microsoft Security Specializations. Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards. A culture rooted in diversity, equality, inclusion.