MSP - Support Engineer, SA

My IT Crew; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT services provider in South Africa is looking for a Windows Support Engineer to deliver exceptional customer support and manage troubleshooting for Windows devices. The successful candidate will demonstrate strong skills in Microsoft technologies including Active Directory and networking principles. This role emphasizes teamwork and innovative solutions in a dynamic environment.

Qualifications

• Proven experience in providing top-level customer support.
• Strong troubleshooting and documentation skills.
• Experience with Microsoft technologies.

Responsibilities

• Assist clients with troubleshooting and system upgrades.
• Coordinate with clients for service management.
• Create and update supporting documentation.

Skills

Customer support

Troubleshooting Microsoft technologies

Documentation skills

Networking concepts

Virtualization technologies

O365 experience

Remote Access Solutions

Tools

Windows 10 and 11

Active Directory

DNS & DHCP

Hyper-V

Connectwise

Job description

The position hours are 9 am - 6 pm Eastern Standard Time (New York City time zone)

Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Sound like this could be your new home? Keep reading….

My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.

• Our clients love us and oursatisfaction surveys show it at a consistent 97%
• We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best‑in‑class support
• No more asking everyone for help, it’s right at your fingertips. Having documentation that’s actually useful? That’s us!
• We Listen. Our culture of collaborative meetings and weekly team‑led training will help YOU drive yourself and the company forward.

We are expanding our operations and seeking to grow our team. We have an opening for a Windows Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance.

• Support
  • Windows 10 and Window 11 devices
    
  • Troubleshoot various printers and scanners from MFP Laser to Inkjet
  • Business class software for small and medium‑size businesses
    
  • 365 account management
  • On‑Prem and Azure AD account management.
  • VOIP Phone systems
  • eFax troubleshooting
  • Network devices (Switches and Access Points)
  • On‑Prem applications and services
  • File server permissions and architecture
• Client interactions
  • Coordinate with the client daily to ensure expectation is managed
  • Positive client engagement
  • Maintain positive return on the CSAT survey
  • Coordination between client and vendor for incident resolution
• Documentation
  • Able to comprehend and follow SOP
  • Update SOP and team when processes change
  • Create new supporting documents for discoveries as they occur
  • Support documentation for downstream success

What does a day look like: A Support Engineer will start of the day with:

• Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.

Throughout the day a Support Engineer will be responsible for:

• Receiving warm transfer escalations from the Rapid Response Team.
• Adhering to scheduled tickets.
• Responding to customers on tickets assigned to them.

At the end of the day a Support Engineer will:

• Review their schedule.
• Ensure all tickets assigned to them have been responded to.
• Reply or call back on any newly assigned or customer‑responded tickets.
• Check for tickets in "Remediation" status that they are the Owner of to complete all QA follow‑up requests.
• Complete daily Time Wrap Entry in Connectwise

Required Skills:

• A tech who delivers top‑level customer support and enjoys helping people
• A Proven executor – You know how to make things happen
• No Ego - we are not looking for techs sitting on pedestals. We are looking for someone who is willing to help others move forward and drive our team's goals.
• Heavy internal documentation track record with the outcome of helping your teammates gain more knowledge
• Strong experience in troubleshooting, configuring, and managing Microsoft technologies, primarily focused on Windows Servers, Group Policies, and Active Directory structure.
• Experience in troubleshooting, configuring, and managing DNS & DHCP in Microsoft Active Directory networks.
• Knowledgeand experiencewith advancednetworkingprinciples
• Experience in troubleshooting, configuring, and managing Windows file shares and permission ACLs.
• Demonstrated experiencein networking and its concepts; ability to troubleshoot network issues and troubleshoot network devices such as Firewalls, Switches, and Wi‑Fi.
• Hands‑Onexperience with virtualization technologies such as Hyper‑V.
• O365 experience
  
• Remote Access Solutions
• Remote Desktop / RemoteApps