Job Description
Somerset West – Western Cape – South Africa
- Provide 1st Line Support for hardware, software, and network-related issues.
- Effectively troubleshoot issues and escalate complex problems to the Escalation Team or relevant stakeholders.
- Guide users through product features, setup, and common troubleshooting steps.
- Collaborate with third-party vendors to resolve technical issues when necessary.
- Attend to and manage assigned support tickets from start to resolution.
- Maintain detailed and timely updates on all ticket progress.
- Ensure each ticket includes a clear summary of work completed or resolution applied.
- Prioritize and complete tickets within defined SLA timeframes.
- Maintain clear, professional, and proactive communication with clients throughout the support process.
- Manage client expectations effectively and ensure a positive support experience.
- Provide guidance, recommendations, and technical insight to assist clients and improve their IT environments.
- Log and document all client interactions accurately in support systems.
- Identify recurring issues and suggest process improvements to enhance support efficiency.
- Propose IT enhancements to assigned vCIOs that can improve the client’s infrastructure and experience.
- Assist in developing and refining internal policies and procedures.
- Participate in the development of new features, bug fixes, and software improvements.
- Support customer-specific and engineering-driven initiatives within multicast and networking environments.
- Conduct peer code/design reviews and collaborate with adjacent teams on programming interfaces.
- Develop automated tests to support QA efforts and ensure high-quality software delivery.
- Proactively research unfamiliar topics and self-learn new technologies.
- Stay up to date with the latest tools, trends, and best practices in the IT industry.
- Share knowledge and contribute to a culture of learning and growth within the team.
- Matric / Grade 12.
- Networking+ and A+ Certifications.
- MCSE/MCSA or equivalent (Preferred).
- 5+ Years in a technical support or MSP environment.
- Experience supporting Windows Server, Office 365, and networking infrastructure.
- Exposure to ITIL best practices and working within SLA frameworks.
- DNS, DHCP, Active Directory.
- Networking fundamentals, security best practices.
- Hardware and software troubleshooting.
- Configuring routers, switches, firewalls, and wireless access points.
- Windows Server 2012 and up, including Hyper-V.
- Office 365, Google Workspace configuration.
- Cloud infrastructure (Microsoft Azure, third-party providers).
- Basic MikroTik and general firewall rule configuration.
- Familiarity with editing DNS records (CNAME, TXT, MX).
- TCP/IP, subnetting, port forwarding.
- Customer-focused with a passion for helping others.
- Strong communicatorboth verbal and written.
- Excellent time management and organizational skills.
- Proactive, self-motivated, and eager to learn.
- Detail-oriented with strong memory recall.
- Collaborative mindset, ready to both teach and be taught.
- Able to manage multiple priorities and adapt quickly to new tools and technologies.
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