Systems Support Engineer - Pinelands Cape Town - R600k PA - US Time Zone

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

We are looking for a skilled and customer-focused Systems Support Engineer to join our growing team. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving technical challenges, and is passionate about delivering exceptional customer service.

We will play a key role in supporting our clients' IT environments, with a strong focus on Microsoft 365 services, troubleshooting, and continuous improvement.

Technical Requirements

• Strong experience with Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)
• Excellent troubleshooting skills across:
  • Windows OS and applications
  • Email flow and routing
  • Microsoft 365 services
• Good understanding of networking fundamentals (routing & switching)
• Experience with PowerShell scripting for administration
• macOS experience is advantageous

Experience & Qualifications

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

Key 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

Reference Number for this position is GZ61204 which is a permanent position based in Cape Town Pinelands offering a cost to company salary of R600k per annum negotiable on experience and ability. Contact Garth at [email protected] or call him at 011 463 3633 to discuss this and other opportunities.