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Cape Town: 1st Line Technical Support Engineer posted by Datafin

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Job Description

1st Line Technical Support EngineerIT – Support
Cape Town – Western Cape – South Africa

ENVIRONMENT:
YOUR ambition, strong technical curiosity and customer-first mindset is wanted by a thriving Managed Service Provider company to fill the role of a 1st Line Technical Support Engineer. You will support a diverse client base remotely and occasionally onsite. This role offers exposure to a wide range of technologies and the chance to grow your skills through collaboration with senior engineers and participation in projects. The ideal candidate will have 1-2 years of suitable experience including with Microsoft Windows 10-11, Microsoft Server 2016, 2019, 2022, Microsoft Office 365, Exchange, OneDrive, Microsoft Active Directory, Group Policy, DHCP, DNS, Bitdefender & Veeam.
DUTIES:
  • Provide 1st Line support via email, phone, and remote tools for clients in the UK, Europe, Asia, and the US.
  • Visit client sites in SA for troubleshooting, configuration, and implementation of IT solutions if required.
  • Troubleshoot and resolve hardware issues, including coordination with third-party vendors.
  • Support and resolve issues involving Microsoft technologies (cloud and on-premise) and third-party systems.
  • Assist Senior Engineers with resolving complex issues and participating in project rollouts.
  • Maintain thorough documentation of IT systems, including applications and network diagrams.
  • Deliver outstanding customer service and demonstrate a willingness to go the extra mile.
REQUIREMENTS:
  • 1-2 Years relevant experience.
  • Experience with Microsoft Windows 10 11.
  • Microsoft Server 2016, 2019, 2022.
  • Microsoft Office 365, Exchange, OneDrive.
  • Microsoft Active Directory, Group Policy, DHCP, DNS.
  • Basic understanding of network technologies, VLANs, IP routing.
  • Basic understanding of wireless networking.
  • Familiarity with SIP/IP telephony.
  • Experience with enterprise antivirus solutions (especially Bitdefender).
  • Exposure to backup technologies (e.g., Veeam, MSP360, LiveVault).
  • Experience supporting various third-party applications and systems.
  • Commitment to legal compliance (e.g., software licensing).
  • Basic system monitoring and preventative maintenance skills.
Desirable
  • Microsoft Certifications.
  • HP Networking Certification.
  • SonicWALL Certification.
  • Microsoft SharePoint.
  • Good understanding of IT security.
  • Experience with firewalls/UTMs.
  • Virtualization technologies (Hyper-V, VMware ESX, vSphere, vMotion).
ATTRIBUTES:
  • Strong interpersonal and communication skills both face-to-face and over the phone.
  • Well-presented, with a professional and customer-focused demeanour.
  • Highly organized with the ability to manage and prioritize tasks under pressure.
  • Strong attention to detail and time management.
  • Enthusiastic and proactive, with a collaborative mindset.
  • Willingness to assist in areas beyond core responsibilities when required.
  • Ability to liaise with external suppliers and vendors effectively.
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