Why This Role Exists Growth in the business, a strong front-line support to: Deliver fast, effective resolution to end-users Reduce pressure on senior engineers Ensure consistent service delivery across all clients Maintain high-quality user experience and response times Key Responsibilities Provide first-line support for desktop, network, and user-related issues Troubleshoot and resolve hardware, software, and connectivity problems Manage and update support tickets within SLA requirements Escalate complex issues to senior engineers with clear documentation Assist with user setups, onboarding, and system configurations Support Microsoft 365 environments (email, users, basic admin tasks) Maintain accurate documentation of work completed What Success Looks Like Tickets are resolved efficiently and professionally Clear and accurate escalation of issues Positive client and end-user feedback Strong adherence to processes and documentation standards Continuous improvement in technical capability Required Skills & Experience Must Have: 12 years experience in IT support / helpdesk environment (MSP environment) Basic knowledge of Microsoft 365 (users, email, passwords, permissions) Understanding of networking fundamentals (TCP/IP, DNS, DHCP) Experience troubleshooting desktops, laptops, and printers Strong communication and customer service skills Exposure to ticketing systems (e.g. ConnectWise, ServiceNow, or similar) Qualifications: A / N or relevant IT qualification (non-negotiable) Exposure to Active Directory, Azure, or Intune Experience in an MSP or multi-client environment Practical Requirements (Non-Negotiable) Valid drivers license Own reliable vehicle Ability to travel to client sites when required Based in or able to commute around the Benoni area The Environment Structured, process-driven environment Strong focus on accountability and ownership Quality and consistency over quick fixes Emphasis on learning and development Who This Role Suits Someone who enjoys hands-on IT support and problem-solving A team player who takes ownership of their work A technician looking to grow into L2 / L3 roles over time Someone who values structure, standards, and continuous improvement