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Western Cape: SLA Account Manager (IT) (JB5808) posted by Kontak Recruitment

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Job Description

About the Role

An established and growing IT services provider in Cape Town is seeking a technically capable and service-driven SLA Account Manager to join its team. The successful candidate will be responsible for owning client relationships, managing support tickets, and delivering high-quality IT support across multiple environments.

Key Responsibilities

  • Act as the primary technical point of contact for assigned SLA clients
  • Take full ownership of incidents, service requests, and problems for allocated accounts
  • Proactively communicate with clients regarding progress, delays, and resolutions
  • Provide remote and occasional on-site Tier 2 technical support for:
  • Windows desktops and laptops
  • Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics)
  • Azure AD / Entra ID user and group management, MFA, and password resets
  • Endpoint security tools including antivirus, EDR, BitLocker, and MFA enforcement
  • Printers, scanners, and peripheral devices
  • Basic networking support and VPN access
  • Triage, investigate, and resolve support tickets independently where possible
  • Escalate advanced server or infrastructure issues to internal specialist teams
  • Delegate appropriate tasks to junior helpdesk staff and review their work
  • Build and maintain trusted relationships with client stakeholders
  • Manage vendors and third-party suppliers in support of SLA clients
  • Identify recurring issues and recommend preventative actions or service improvements

Requirements

  • Based in Cape Town or surrounding areas
  • Valid driver’s licence and ability to attend occasional on-site client visits
  • Strong working knowledge of Microsoft 365 administration
  • Solid Windows 10 / 11 desktop and laptop support experience
  • Experience supporting SME IT environments
  • Good understanding of basic networking concepts (IP addressing, DHCP, DNS, Wi-Fi, VPN)
  • Strong customer service orientation with clear written and verbal communication skills in English
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Qualifications

  • None specified

Salary & Benefits

  • R22 000 to R28 000 per month (negotiable depending on experience)

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT / Computing / Software Jobs in South Africa

The IT and computing industry in South Africa is rapidly growing, driven by the increasing demand for digital transformation and technological advancements. Typically, this growth translates to a strong job market for professionals with skills in software development, data analysis, and cybersecurity. Generally, the sector offers a wide range of career opportunities across various industries.

In terms of salary expectations, IT and computing professionals in South Africa can generally expect to earn salaries that are on par with or slightly above the national average. However, it’s essential to note that salaries can vary significantly depending on factors such as experience, company size, industry sector, and specific job requirements. Typically, experienced professionals in high-demand areas like artificial intelligence, cloud computing, or cybersecurity tend to earn higher salaries than those in entry-level positions. Nonetheless, salaries are often within the range of R600 000 to R1 million per annum for mid-level roles, with senior positions potentially exceeding R2 million.

Common skills required for IT and computing roles in South Africa include programming languages such as Java, Python, or C++, proficiency in software development methodologies like Agile or Scrum, experience with data analysis tools like Tableau or Power BI, and familiarity with cloud-based technologies like AWS or Azure. Additionally, knowledge of cybersecurity principles, network administration, and database management are highly valued skills.

The IT and computing industry is a significant sector across various industries, including financial services, technology, manufacturing, and healthcare. Many companies in these sectors require skilled professionals to develop, implement, and maintain their digital solutions. Typically, the finance industry requires specialized IT talent for areas like risk management, compliance, and anti-money laundering.

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For those looking to pursue a career in IT and computing, common career progression paths include working as an individual contributor, moving into team leadership roles, or taking on senior technical positions. Many professionals also choose to specialize in emerging technologies like artificial intelligence, blockchain, or the Internet of Things (IoT). With ongoing training and development, individuals can stay up-to-date with the latest industry trends and advancements, positioning themselves for success in this rapidly evolving field.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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