Tier 1 Service Desk Engineer

Believe Resourcing; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global IT Service Provider is seeking a motivated Tier 1 Engineer to provide first-line support in Century City, Cape Town. The role offers technical development opportunities in a dynamic environment. Ideal candidates should have 3–4 years of experience in IT support with solid knowledge of Windows, Microsoft 365, and basic networking. Benefits include continuous training, medical aid, and opportunities for UK travel.

Benefits

Continuous technical training

Loyalty-based medical aid

Regular social events

Opportunities for UK travel

Qualifications

• 3-4 years' IT experience in support or helpdesk environments.
• Solid knowledge of Windows & macOS workstations.
• Experience with Microsoft 365, Azure, and SharePoint.

Responsibilities

• Provide first-line technical support for desktops, networks, and cloud applications.
• Log and resolve tickets within SLA targets.
• Monitor system performance and execute basic patching.

Skills

IT support experience

Knowledge of Windows & macOS

Familiarity with Microsoft 365

Basic networking skills

Knowledge of security tools

Scripting familiarity (PowerShell)

Education

Relevant IT certifications (A+, N+, MCSE, CCNA)

Tools

Microsoft 365

Azure

VMware

Bitdefender

Job description

Job Title: Tier 1 Engineer

Location: Century City (On-site)

Employment Type: Full-time

Overview: Our client, a global Cybersecurity and IT Managed Services provider, is seeking a motivated Tier 1 Service Desk Engineer to join their team in Century City, Cape Town. The role offers world-class exposure, technical development, and the opportunity to work in a fast-paced environment supporting international clients across multiple industries.

Purpose of the Role

The Tier 1 Engineer is responsible for providing first-line technical support, assisting clients with day-to-day IT issues, and escalating complex incidents to higher tiers when necessary. The role is crucial in ensuring smooth operations, high client satisfaction, and the stability of IT environments across cloud, network, and security systems.

Key Responsibilities

• Deliver first-line support for desktops, networks, and cloud applications.

• Log, categorize, and resolve tickets within SLA targets.

• Escalate complex incidents to Tier II or Tier III engineers with complete documentation.

• Support the setup, configuration, and maintenance of workstations, networks, and mobile devices.

• Monitor system performance and execute basic patching, updates, and security checks.

• Contribute to process improvements and maintain accurate records in the PSA system.

• Participate in team training and knowledge‑sharing sessions to develop technical expertise.

Skills and Experience

• 3–4 years’ IT experience within a support or helpdesk environment.

• Solid knowledge of:

  • Windows & macOS workstations

  • Microsoft 365, Azure, SharePoint, Google Workspace

  • Basic networking — firewalls, routers, switches, VPNs, VLANs

  • Security and RMM tools — ESET, Bitdefender, FortiGate, Cisco Duo, WebTitan

  • Virtualisation and backup solutions — VMware, Hyper‑V, Veeam

• Scripting familiarity (PowerShell) advantageous.

• Relevant IT certifications (A+, N+, Microsoft MCSA/MCSE, Cisco CCNA, VMware VCP) desirable.

Core Competencies

• Customer Focus: Dedicated to exceptional client experience.

• Problem Solving: Analytical, resourceful, and proactive in resolving issues.

• Teamwork: Works collaboratively and communicates effectively.

• Adaptability: Learns quickly and thrives in a dynamic, fast‑paced environment.

• Integrity & Professionalism: Demonstrates reliability, accountability, and honesty.

Core Values

Persistence • Empathy • Expertise • Excellence • Proactivity • Integrity • Teamwork • Innovation

Culture & Perks

• Supportive, collaborative, and high-performance culture

• Continuous technical training and career development

• Loyalty-based medical aid & retirement benefits

• Regular social events and Friday lunches

• Opportunities for UK travel and profit-share for top performers