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Somerset West: Support Engineer (Callouts) (Somerset West) posted by Datafin

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Job Description

Support Engineer (Callouts) (Somerset West)IT – Support
Somerset West – Western Cape – South Africa

ENVIRONMENT:
ARE you the go-to person for solving tech problems? Then a dynamic provider of comprehensive IT solutions with a customer base across South Africa wants you as their next Support Engineer where you will play a key role in delivering exceptional IT support to clients. Youll have the opportunity to work on interesting projects, develop your technical skills, and grow your career in a supportive environment. The ideal candidate will be confident, motivated, and tech-savvy with Matric/Grade 12, have Networking+ and A+ Certifications with 5+ years in a technical support or MSP environment including supporting Windows Server, Office 365, and networking infrastructure. Your other tech skills must include DNS, DHCP, Active Directory, Windows Server 2012 and up, Hyper-V, Azure & TCP/IP.
DUTIES:
Technical Support & Troubleshooting –
  • 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.
Ticket Management –
  • 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.
Client Communication & Service –
  • 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.
Process Improvement & Documentation –
  • 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.
Collaboration & Development –
  • 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.
Ongoing Learning & Tech Advancement –
  • 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.
*After-hours duty every few weeks for a week on a rotation basis with other Engineers/Technicians – Non-negotiable.
REQUIREMENTS:
Qualifications –
  • Matric / Grade 12.
  • Networking+ and A+ Certifications.
  • MCSE/MCSA or equivalent (Preferred).
Experience/Skills
  • 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.
ATTRIBUTES:
  • 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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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.

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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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