Systems Support Engineer – MS 365 & MSP Expert

ATS Client; Wes-Kaap; On-site; ZAR 540,000 - 660,000; Full time

Job summary

ATS Client is seeking a skilled Systems Support Engineer to join our team in Cape Town. The role focuses on Microsoft 365 services, troubleshooting, and delivering exceptional customer service in a fast-paced MSP environment.

The ideal candidate has 5+ years in customer-facing IT support, MSP exposure, and current Microsoft certifications (MS or AZ track preferred). You will manage tickets, onboard clients, and drive improvements while maintaining SLA adherence.

Qualifications

• 5+ years in a customer-facing IT support role.
• Previous MSP experience highly desirable.
• Current Microsoft certifications (MS or AZ track preferred).

Responsibilities

• Manage and resolve support tickets and service requests efficiently.
• Receive, log, and track all customer calls and requests.
• Perform initial troubleshooting and aim for first-time resolution.
• Escalate issues in line with SLAs where necessary.
• Monitor ticket queues and ensure SLA compliance.
• Keep customers informed on ticket progress and updates.
• Assist with onboarding, migrations, and project work.
• Contribute to process improvements, documentation, and automation.
• Support customer satisfaction and retention initiatives.

Skills

Microsoft 365

PowerShell scripting

Windows troubleshooting

Networking fundamentals

Customer-facing communication

Education

Microsoft certifications (MS or AZ track)

Tools

Exchange Online

SharePoint

Teams

OneDrive

Job description

ATS Client is seeking a skilled Systems Support Engineer to join our team in Cape Town. The role focuses on Microsoft 365 services, troubleshooting, and delivering exceptional customer service in a fast-paced MSP environment.

The ideal candidate has 5+ years in customer-facing IT support, MSP exposure, and current Microsoft certifications (MS or AZ track preferred). You will manage tickets, onboard clients, and drive improvements while maintaining SLA adherence.