Cape Town City Centre: SLA Account Manager

Key Responsibilities Client Ownership & SLA Delivery Act as the primary technical contact for assigned SLA clients Take ownership of incidents, requests, and problems for those clients Ensure tickets are handled in line with contractual SLAs and internal KPIs Proactively communicate with clients regarding progress, delays, and resolutions Technical Support (Tier 2 / Intermediate) Provide remote and occasional onsite support for: Windows 10 / 11 desktops and laptops Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics) Azure AD / Entra ID user management (users, groups, MFA, password resets) Endpoint security tooling (AV, EDR, BitLocker, MFA enforcement) Printers, scanners, and peripheral devices Basic networking (IP addressing, DHCP, DNS fundamentals, Wi-Fi, VPN access) Ticket Management & Escalation Triage, investigate, and resolve support tickets independently where possible Escalate server-related or advanced infrastructure issues to internal specialist teams Work closely with junior helpdesk agents by delegating and reviewing suitable tasks Client Relationship & Service Improvement Build trusted working relationships with client stakeholders Vendor / Supplier management and engagement with third parties to support their SLA clients. Identify recurring issues and recommend improvements or preventative actions Assist account management with technical input for renewals, changes, and upgrades Documentation & Process Maintain accurate client documentation (network diagrams, user notes, configurations) Update internal knowledge base and client records as required Follow and contribute to internal ITIL-aligned service processes Minimum Requirements Matric and IT qualification (degree/diploma) Location: Must reside in Cape Town or surrounding areas and possess a valid drivers license. Strong working knowledge of Microsoft 365 administration Solid Windows desktop support experience Experience supporting SME environments Good understanding of basic networking concepts Strong customer-service and communication skills Communication: Strong written and verbal communication skills in English. Professionalism: Well-presented, confident, and able to engage effectively with clients Organizational Skills: Detail-oriented, diligent, and able to perform under pressure. Team Player: Ability to collaborate while also working independently. Desirable skills Experience working in an SLA-driven environment Exposure to Azure AD / Entra ID security features MSP ticketing systems and documentation platforms Relevant Microsoft certifications (MS-900, MD-102, etc.) Role Characteristics Office based Client-facing and relationship-driven Requires strong ownership and accountability Mix of technical problem-solving and service delivery No Linux support required Basic server administration responsibilities Vendor / Supplier management