Level 1 Support Engineer - Remote

Pro Talent; Cape Town; Remote; ZAR 240,000 - 360,000; Full time

Job summary

Pro Talent is seeking a Level 1 Support Engineer in Cape Town to act as the frontline contact across calls and live channels. You triage new tickets, aim for first-contact resolution, and hand over complex issues with clear documentation to avoid duplicate troubleshooting.

You will support MSP-style environments for regulated sectors, with responsibilities spanning incident resolution, ticket logging, client communication, and contributing to the knowledge base to improve service quality.

Qualifications

• Foundational level troubleshooting across Windows OS, Microsoft 365 apps, and endpoint hardware.
• Polished communication skills for phone and written interactions with clients.
• Strong ticket governance, escalation judgement, and proactive troubleshooting.
• Adherence to SOPs with a bias for continuous improvement.
• Experience in MSP or multi-client service desk environments.
• Familiarity with HaloPSA/IT Glue or comparable PSA/RMM tools.
• Vendor certifications such as Microsoft Fundamentals (MS-900) or CompTIA A+ are advantageous.
• Experience supporting users in regulated sectors (legal, finance, healthcare).

Responsibilities

• First-Contact Incident Resolution: diagnose and resolve tickets across Microsoft 365, Windows devices, printing, and standard software within SLAs.
• Triage & Structured Escalations: triage and escalate complex issues with thorough handover notes.
• Ticket Administration & Time Tracking: maintain real-time logs, updates, and time entries.
• Client Communication & Closure: close incidents with professional communication and request feedback.
• Knowledge Base Documentation: document proven solutions and contribute to the knowledge base.
• Operational Alignment: participate in daily huddles to review service desk priorities.

Skills

Foundational Technical Troubleshooting

Professional Communication

Service Desk Discipline

Process Compliance

MSP Background

Service Desk Toolsets

Industry Certifications

Regulated Sector Exposure

Tools

HaloPSA

IT Glue

PSA/RMM platforms

Job description

Level 1 Support Engineer

Overview

The Level 1 Support Engineer serves as the frontline technical point of contact across incoming support channels, including inbound calls and live communications. The incumbent is responsible for triaging new tickets, achieving first-contact resolution wherever feasible, and escalating complex issues with structured, comprehensive handover notes to eliminate duplicate troubleshooting.

The client base includes corporate and professional services firms across the legal, financial, healthcare, and accountancy sectors. Given the compliance-driven nature of these environments, high standards of data integrity, client care, and operational reliability are essential.

Key Responsibilities

• First-Contact Incident Resolution: Diagnose and resolve first-line technical tickets covering Microsoft 365, Windows devices, printing environments, and standard business software within agreed service level agreements (SLAs).

• Triage & Structured Escalations: Accurately triage and elevate complex issues in accordance with predefined criteria, compiling comprehensive technical handover notes to enable seamless continuity.

• Ticket Administration & Time Tracking: Maintain real-time ticket logs, accurate status updates, and meticulous time recording throughout the issue lifecycle.

• Client Communication & Closure: Close out completed incidents with clear, professional customer correspondence and prompt requests for client feedback.

• Knowledge Base Documentation: Record proven technical solutions and contribute actionable troubleshooting documentation to the internal knowledge base.

• Operational Alignment: Participate actively in daily operational huddles to review service desk priorities and single-point focus areas.

Candidate Requirements

• Foundational Technical Troubleshooting: Demonstrated first-line troubleshooting capability across Windows OS, Microsoft 365 applications, and endpoint hardware, acquired through professional experience, academic study, or advanced home lab environments.

• Professional Communication: Polished telephonic manner paired with clear, articulate, and customer-centric written communication skills.

• Service Desk Discipline: High standards of ticket governance, sound escalation judgment, and intellectual honesty regarding technical capabilities, paired with proactive inquiry when encountering unfamiliar faults.

• Process Compliance & Continuous Improvement: Diligent adherence to documented standard operating procedures (SOPs), with an active commitment to flagging inaccuracies or process bottlenecks.

• Managed Service Provider (MSP) Background: Prior exposure to a multi-client or MSP service desk operating environment.

• Service Desk Toolsets: Working familiarity with industry tools such as HaloPSA, IT Glue, or comparable PSA/RMM platforms.

• Industry Certifications: Relevant vendor certifications such as Microsoft Certified: Fundamentals (e.g., MS-900) or CompTIA A+.

• Regulated Sector Exposure: Practical experience supporting users within compliance-driven or regulated sectors (legal, accounting, finance, or healthcare).