Systems Support Engineer- Cape Town

Cloudbox; Cape Town; Presencial; ZAR 360.000 - 600.000; Jornada completa

Descripción de la vacante

Cloudbox is seeking a Systems Support Engineer to join our service framework, providing end-to-end management of tickets and service requests reported by customers. The role involves handling ticket intake, initial assessment, first-time resolutions or escalation, onboarding projects, and SLA-driven monitoring while keeping users informed and helping to improve processes and automation.

Shifts rotate Monday to Friday across major time zones; strong Microsoft certifications and MSP experience are

Formación

• Current Microsoft Certifications in either MS or AZ tracks.
• 3–5 years' experience in a customer facing IT support role.
• Experience in MSP environments is highly valuable.

Responsabilidades

• Manage Tickets and customer requests end to end.
• Receive and record all customer calls and requests.
• Provide initial ticket assessment and first-time resolution or escalation.
• Assist with customer onboarding, migrations, and deployments.
• Monitor tickets per SLA and keep users informed on progress.
• Contribute to process improvements and automation initiatives.

Conocimientos

Office 365 suite (Exchange Online, etc

Windows OS troubleshooting

Email flow & routing

PowerShell scripting

Networking basics (routing & switching

Herramientas

PowerShell

Descripción del empleo

Role Description

The Systems Support Engineer is a key part of the Cloudbox service framework providing end to end management of tickets and service requests reported by the customer.

• Manage Tickets and Requests
• Receive and record all calls from our customers
• Provide initial assessment of all tickets, attempt first time resolution, and /or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalation Tickets according to the customer’s SLA
• Keep users informed on status and progress of their tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Technical skill

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, andOffice 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching
• Powershell scripting and use for administration

Soft Skills

• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI ofthe role)
• Dependable, hardworking and self-motivated

Technical Qualifications AND Requirments

• Current Microsoft Certifications in either MS or AZ tracks.
• 3-5 years' experience in a customer facing IT support role
• Previous MSP experience extremely valuable

Shift Work

The Systems Support Engineer will be expected to work standard 8-hour shifts, Monday to Friday. Shifts are not fixed but are rotated between available resources to align as best possible to employee’s requirements while ensuring adequate cover for our major supported time zones globally. Shifts rotate week.

Other

Successful interview candidates will be subject to full background checks and vetting. This document describes the principal purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract of employment. This document describes the principal purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract.