Job Description
About the Role
At Ello Technology (Pty) Ltd, we’re looking for a Dedicated Support Engineer to deliver consistent, high-quality technical support that keeps client environments stable, secure, and performing. This role exists to solve problems, work with structure, and take ownership of tasks from start to finish.
Key Responsibilities
* Handle incoming support requests via the helpdesk system
* Diagnose and resolve user, system, and network-related issues
* Ensure all work is logged clearly with notes and next steps
* Follow structured troubleshooting processes
* Escalate issues when required with clear and complete information
* Support higher-level troubleshooting where needed
* Follow escalation paths and processes correctly
* Assist in resolving more complex technical issues over time
* Contribute to maintaining stable and reliable client environments
* Identify recurring issues and flag for improvement
* Assist in implementing fixes and preventative measures
* Follow all SOPs and internal processes
* Document work clearly and consistently
* Update knowledge base articles where required
* Ensure no work is completed without proper logging
* Communicate clearly with clients and internal teams
* Provide regular updates on work in progress
* Manage expectations professionally
* Maintain a calm, solution-focused approach
Requirements
* Strong troubleshooting and problem-solving ability
* Ability to handle increasing complexity over time
* Continuous improvement in technical capability
* Effective collaboration with team members
* Clean handoffs and escalation discipline
* Contribution to team standards and processes
Qualifications
None mentioned.
Salary & Benefits
Market-related salary aligned to experience.
KPIs / Scorecard
### Weekly
* Tickets resolved vs assigned
* SLA adherence (response and resolution times)
* First-time resolution rate
### Monthly
* Ticket quality (notes, resolution steps, clarity)
* Repeat ticket rate
* SOP compliance
### Growth
* Ability to handle increasing complexity
* Skills development progress
* Contribution to documentation and improvements
Non-Negotiables
* All work must be logged and traceable
* No shortcuts on documentation or process
* Clear, professional communication at all times
* Follow escalation paths do not guess
* Take ownership and follow tasks through to completion
Who Will Thrive in This Role
This role suits someone who:
* Enjoys solving problems and working with systems
* Is organised and follows process naturally
* Communicates clearly and professionally
* Takes pride in doing work properly
* Is reliable, consistent, and accountable
* Wants to grow in a technical environment
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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