Technical Support Analyst (L1-2)

Smart4 Cloud Limited; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Smart4 Cloud Limited in Maitland (Cape Town) offers a hybrid role blending Service Desk and Desktop Support. This position combines telephonic/L1–L2 support with on-site hardware troubleshooting and basic infrastructure tasks, with on-site setup and ongoing user assistance.

You will resolve incidents, document outcomes, and collaborate with vendors and the Technical Manager. Requirements include Matric, 2+ years IT support, Microsoft 365, Windows AD, and a valid driver's license.

Qualifications

• Matric or equivalent with relevant IT focus.
• Tertiary qualifications or certifications advantageous.
• 2+ years in a similar IT support role.
• Experience across Service Desk telephonic support and onsite desktop support.
• Valid driver’s license and own transport for onsite work.
• Hands-on Microsoft 365/Office 365 user support and administration.
• Basic Windows Server awareness and Active Directory fundamentals.
• Ticketing systems exposure, preferably Zoho Desk.
• Endpoint security tools exposure, e.g., Zoho Endpoint Central, Intune, GravityZone.

Responsibilities

• Monitor and respond to service desk requests via phone and email during business hours.
• Log, categorise, prioritise, and assign incidents per SLA.
• Provide Level 1 and 2 remote/telephonic support for user, endpoint, Office 365, and network issues.
• Escalate incidents beyond scope to vendors, L3 resources, or the Technical Manager.
• Perform onsite troubleshooting and resolution for desktops, laptops, printers, and network equipment.
• Carry out onsite installations, configurations, and replacements of workstations and networking gear.
• Communicate professionally onsite, manage stakeholders, and close the loop with the user.
• Own the outcome: confirm the fix and document the resolution with ticket updates.

Skills

2+ years IT support

Service Desk & onsite support

Microsoft 365 / Office 365

Windows Server & AD

Valid driver’s license

Education

Matric + relevant

Tertiary qualifications / certifications advantageous

Tools

Zoho Desk

Zoho Endpoint Central

Intune

GravityZone

Job description

Own Car and Driver's License - Required (Company reimburses fuel on client visits)

This position is a Hybrid of a Service Desk Technician and a Desktop Support Technician

Role Type: Hybrid of a Service Desk Technician and a Desktop Support Technician

Level: 1st and up to 2nd Line Support (Service Desk and Desktop Support)

Set-Up: On-site, Full Week (Maitland)

Key Responsibilities:

Service Desk (Telephonic L1/L2 Support):

• Monitor and respond to service desk requests via phone and email during business hours.
• Log, categorise, prioritise, and assign incidents according to call logging procedures and SLA
• Provide Level 1 and Level 2 remote/telephonic support across user, endpoint, Microsoft 365, and network-related issues.
• Provide clear, non-technical explanations to users, set expectations around timelines
• Escalate incidents beyond scope to vendors, L3 resources, or the Technical Manager

Onsite Technical Support (Independent Field Work):

• Perform onsite troubleshooting and resolution for desktop, laptop, printer, network, phones
• Carry out onsite installations, configurations, and replacements (workstations, networking equipment, peripherals, basic infrastructure).
• Communicate professionally onsite: reassure users, manage stakeholders, and Manager
• Own the outcome: confirm the fix, validate functionality, document the resolution, and close the loop with the user and ticket updates.

What we’re looking for (Experience, Skills & Qualifications):

• Matric + relevant
• Tertiary qualifications / certifications advantageous
• 2+ years in a similar IT Support role
• A mix of experience in both Service Desk telephonic support & Onsite Desktop support
• Valid driver’s license and own transport (onsite support requirement)
• Required: Microsoft 365 / Office 365 user support and administration hands-on experience
• Required: Basic Windows server awareness, Active Directory fundamentals
• Ticketing exposure: preferably Zoho Desk or other ticketing systems
• Endpoint Security exposure: preferably using Zoho Endpoint Central, Intune, Gravity Zone (or similar)