Support Engineer (1940)

Crayon ?️; Cape Town; Hybrid; ZAR 420,000 - 640,000; Full time

Job summary

Crayon is seeking an Intermediate Support Engineer to provide hands-on IT support across client infrastructures, networks, printers, servers, desktops, and other connected devices. You will diagnose issues and resolve problems across Windows, virtualization, AD, backups, security, and cloud services, while maintaining uptime and following ITIL-aligned processes.

In an MSP setting you’ll support multiple clients against SLA targets, document work, report on progress, and contribute to continual

Qualifications

• National Diploma in IT or equivalent is required.
• CompTIA A+ and Network+ certifications are preferred.
• ITIL Foundation certification is beneficial.
• Experience in MSP environments and ITIL-aligned support processes is highly desired.

Responsibilities

• Self management: track new/progress/needs; keep docs and timesheets up to date; provide clear reporting.

Skills

IT support experience

MSP environment

Windows desktop/server

Networking fundamentals

Meraki networking

Netgear networking

UniFi networking

Microsoft 365 admin

VoIP systems

Backup/DR tools

RMM/PSA tools

Linux hosting exposure

Education

National Diploma in IT or equivalent

CompTIA A+

CompTIA Network+

ITIL Foundation

Security+ advantageous

Tools

Meraki

Netgear

UniFi

NinjaOne RMM

Veeam

Hyper-V

VMware

Proxmox

CPanel/LAMP hosting

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

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
• Able to prioritise effectively and manage competing demands
• Strong documentation and communication discipline
• Works well with minimal supervision — self-managing, accountable