Support Engineer (1940)

Crayon ?️; Cape Town; On-site; ZAR 420,000 - 650,000; Full time

Job summary

Crayon ?️ is seeking an Intermediate Support Engineer in Cape Town to provide hands-on support across client infrastructures, handling desktops, servers, networks, and security. You will operate in a multi-client MSP environment, resolving tickets to SLAs and ensuring uptime while maintaining strong client relationships.

The role emphasizes remote and on-site support, proactive maintenance, and clear reporting.

Qualifications

• National Diploma in IT or equivalent.
• CompTIA A+ and Network+ required; Security+ advantageous.
• ITIL Foundation certification, or demonstrable working knowledge of ITIL-aligned support processes.
• Microsoft certifications advantageous.

Responsibilities

• Provide hands-on support for Windows desktops, servers, networks, and related IT devices.
• Diagnose and resolve issues across end-user, server, and network layers.
• Manage tickets to SLA targets and document solutions.
• Deliver remote and on-site support with minimal business disruption.
• Monitor and maintain Windows Server environments and Active Directory.
• Configure and troubleshoot Meraki, Netgear, and UniFi networks.
• Maintain security and compliance and manage backups.

Skills

IT support

Multi-client MSP experience

Windows desktop & server support

Networking fundamentals

Documentation discipline

Time management

Education

National Diploma in IT or equivalent

CompTIA A+ and Network+

ITIL Foundation

Microsoft certifications

Tools

Meraki

Netgear

UniFi

Job description

The Intermediate Support Engineering role is hands-on, providing support across our clients' infrastructure, networks, printers, servers, desktops, and other connected IT devices.

The role requires an understanding of how desktops, servers, networks, security, virtual infrastructures, and AI-enabled tooling connect and interrelate, with the ability to fault diagnose and resolve issues across this inter connectivity.

The role sits at the coalface of support delivery — resolving tickets and incidents, preventing outages, and keeping systems stable and operational by doing preventative maintenance.

Prior MSP experience is essential: this role supports multiple clients concurrently against SLA targets, which is a materially different discipline from single-organisation, in-house IT support.

Success is measured by client satisfaction, infrastructure and system uptime, and speed and accuracy of ticket resolution.

What you'll do

Self Management

• Manage what is new, what is in progress, and what needs to be done.
• Keep all documentation and timesheets UpToDate.
• Provide clear and precise reporting regarding what is being done, what will be done and what was done.

Client Management

• Prioritise tickets per client and user at clients.
• Manage each client's tickets, work in progress, and planned work.
• Provide client feedback and reporting.

End-User & Desktop Support

• Provide support for Windows-based desktops and laptops.
• Diagnose and resolve hardware, OS, and application issues.
• Perform workstation deployments, upgrades, patching, and lifecycle management.
• Deliver remote and occasional on-site support with minimal business disruption.

Server & Infrastructure Support

• Install, configure, and maintain Windows Server environments.
• Monitor system health, performance, and availability via NinjaOne RMM.
• Manage Active Directory, Group Policy, DNS, DHCP, file shares and other related services.
• Execute backup and restores Veeam and other backup software, including Cloud storage targets.
• Manage patching and reboot cycles, including after-hours oversight of this process.

Networking

• Support and troubleshoot LAN, WAN, and wireless networks.
• Configure and maintain VLANs, routing, switching, and firewall rules.
• Manage and support network hardware including Meraki, Netgear, and Ubiquiti (UniFi) devices.
• Identify and remediate performance bottlenecks and security risks.

Microsoft 365 Administration

• Administer O365 tenants including Exchange Online, SharePoint, OneDrive, and Teams.
• Manage users, mailboxes, licences, permissions, and security settings.
• Troubleshoot email flow, access, and synchronisation issues.
• Administer email security, spam filtering, and threat protection.

Security, Compliance & Endpoint Protection

• Manage antivirus deployment, policies, and alerts.
• Monitor and respond alerts.
• Investigate and remediate security events (malware, unauthorised access, phishing).
• Maintain firewall rules and access control policies.
• Apply POPI Act principles when handling client and personal data.

Hosting & Web Services

• Administer cPanel hosting accounts, domains, DNS, and email hosting for clients on Linux-based servers.
• Support website and internet connectivity issues.

Printing & File Services

• Deploy, manage, and troubleshoot network printers.
• Maintain shared drives, NTFS permissions, and access control.

VoIP & Communications

• Support VoIP systems including handsets, call routing, and connectivity issues.
• Troubleshoot voice quality, latency, and integration problems.
• Manage vendor and carrier relationships where escalation is required.

Video Surveillance & Access Control

• Install, support and maintain camera infrastructure environments including software solutions.
• Install, support and maintain access control systems.
• Manage cameras, recording services, user access, and system availability.

Virtualization

• Deploy and maintain virtual servers.
• Provision, monitor, and optimise virtual machines; capacity planning and patching.
• Support backup and recovery of physical and virtual workloads.

Ticketing, SLA & Continuous Improvement

• Log, triage, and resolve tickets in our PSA against SLA targets, following ITIL-aligned incident, problem, and change management practices.
• Perform structured troubleshooting and root-cause analysis.
• Document solutions, configurations, and operational procedures.
• Proactively identify risks and recommend improvements to management.
• Keep the knowledge base current.
• Maintain accurate configuration records.
• Keep accurate time keeping records

What you'll need

• 5+ years' experience in IT support / infrastructure management
• 3+ years in a Managed Service Provider (MSP) environment supporting multiple clients.
• Strong experience in Windows desktop and server support
• Networking fundamentals — VLANs, routing, firewalls
• Hands-on experience with Meraki, Netgear, and UniFi networking equipment
• Experience administering Microsoft 365 environments
• Working knowledge of VoIP systems and networked printing
• Exposure to video surveillance platforms, Hik-Central Suite and the Dahua equivalent
• Experience with Hyper-V, VMware, and Proxmox virtualization platforms
• Experience with backup / DR tools such as Veeam
• Exposure to RMM/PSA tools and endpoint security tools
• cPanel / Linux web hosting administration exposure is an advantage
• Valid driver's licence and reliable own vehicle

Qualifications & Certifications

• National Diploma in IT or equivalent
• CompTIA A+ and Network+ or equivalent required; Security+ advantageous
• ITIL Foundation certification, or demonstrable working knowledge of ITIL-aligned support processes
• Microsoft certifications advantageous
• Other relevant qualifications and courses for this role

Personal Attributes

• Technically decisive with a bias toward action
• Customer-focused and service-driven
• Comfortable operating in fast-paced, multi-client environments
• Able to prioritise effectively and manage competing demands
• Strong documentation and communication discipline
• Works well with minimal supervision — self-managing, accountable
• Speed and accuracy under pressure
• Focused and humble
• Non-smoker
• Confident and assertive
• Decisive and Action Driven