Technical Support Analyst (L3)

Smart4 Cloud; Wes-Kaap; On-site; ZAR 360,000 - 720,000; Full time

Job summary

Smart4 Cloud in Cape Town is seeking a Technical Support Analyst (L3) to join our Maitland head-office team, with office-based work and local client site visits as required.

This senior, hands-on role focuses on complex IT issues, escalations, and project work, delivering excellent customer service while maintaining strong technical ownership.

Qualifications

• Minimum 5+ years in IT infrastructure/support roles.
• MSP experience is highly advantageous.
• Strong expertise in Microsoft 365 and Windows environments.
• Excellent troubleshooting and client communication skills.

Responsibilities

• L3 technical support and escalations.
• Onsite and remote client support.
• Infrastructure deployments and project work.
• Root cause analysis and problem management.

Skills

IT infrastructure

MSP experience

Microsoft 365

Windows environment

Troubleshooting

Client communication

Driver's license

IT qualification

Education

IT qualification

Tools

Zoho Desk

Zoho Endpoint Central

TeamViewer

Zabbix

RMM Tools

PowerShell

Azure Fundamentals

Job description

Technical Support Analyst (L3) | Cape Town | Full-Time

Location: Maitland, Cape Town (office-based with local client site visits)

Company: Established Cape Town-based MSP (14 years old) with a national client footprint

We're looking for a Technical Support Analyst (L3) to join a growing Managed Services Provider and take ownership of complex technical support, escalations, infrastructure support, and client projects. This is a senior, hands-on role for someone who enjoys solving challenging technical problems while delivering outstanding customer service.

Key Responsibilities

• L3 technical support and escalations
• Onsite and remote client support
• Infrastructure deployments and project work
• Root cause analysis and problem management

What We're Looking For

• 5+ years' experience in IT infrastructure/support roles
• MSP experience highly advantageous
• Strong Microsoft 365 and Windows environment expertise
• Excellent troubleshooting and client communication skills
• Valid driver's licence and own transport
• Relevant IT qualification and certifications advantageous

Some of the Desired Technology Exposure (This is what the Company Uses):

Microsoft 365 | Exchange Online | Microsoft Teams | SharePoint Online | OneDrive | Microsoft Intune | Entra ID (Azure AD) | Active Directory | Windows Server | Windows Desktop Support | Endpoint Management | Device Lifecycle Management | Endpoint Security | Networking (LAN/WAN, Wi-Fi, DNS, DHCP, Routing) | Security & Access Management | Conditional Access | MFA | Privileged Access Management | FortiGate | DrayTek | MikroTik | Zoho Desk | Zoho Endpoint Central | TeamViewer | Zabbix | RMM Tools | 3CX | Hikvision | Telephony Systems | CCTV Systems | PowerShell (Advantageous) | Azure Fundamentals Exposure