Fully remote - South Africa - work from home
Industry - MSP (MUST have experience within this type of business)
Salary - Up to R25,000 basic per month plus benefits
Job Description:
The successful candidate will be responsible for providing first-line support to our Managed Service customers. This
includes troubleshooting and resolving IT issues, managing customer tickets, and passing tickets to our On Site
Engineering queue where required. Additionally, escalating complex issues to our 3
rd line engineers. The ideal candidate will possess a minimum of 2 years of verifiable experience as a full-time IT Service Desk Engineer and will have the aim to work long-term with the company in developing their role in this exciting and mature company. The majority of our client base are Primary and Secondary Schools, therefore existing Schools experience would be preferable. We do also work with SMEs, healthcare and small corporations, so vertical awareness and attention to detail are of high importance.
Key Duties:
1. Ticket Resolution: Efficiently manage and resolve IT support tickets from our educational and business
clients, ensuring timely and effective solutions.
2. 1st and 2nd Line Support: Provide both 1st and 2nd line support for a wide range of IT issues, including but
not limited to hardware, software, networking, and security.
3. Microsoft Azure Expertise: Demonstrate proficiency in Microsoft Azure services, including configuration,
management and troubleshooting.
4. Google Workspace Management: Administer and support Google Workspace (formerly G Suite) for clients,
including user account management and troubleshooting.
5. Windows Troubleshooting: Diagnose and resolve Windows OS-related issues, ensuring the seamless
operation of client systems.
6. Client Communication: Maintain clear and professional communication with clients, keeping them informed
about the status of their support requests and providing guidance when necessary.
7. Documentation: Create and maintain comprehensive documentation of client environments and issue
resolutions.
Summary of Requirements
- Previous experience in an IT support role, preferably within an MSP environment.
- Strong knowledge of Microsoft Azure and Google Workspace administration.
- Proficiency in Windows operating systems and troubleshooting.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with excellent telephone manner.
- IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus
- ITIL experience
Technical Skill Requirements:
- Operational knowledge of IT hardware & software & the integration of the two
- Operational knowledge of Windows and Mac OS environments (Win10+11 / Mac OSX / iOS) & Windows
Server 2016, 2019, 2022, 2025 Active Directory, GPO, DHCP, DNS
- Working knowledge of mobile devices and MDMs – Android / ChromeOS / iOS
- Working knowledge of Hyper-V, Server hardware troubleshooting, RAID and other virtualisation platforms
- Working knowledge of cloud platforms – Google Workspace for Education, Microsoft 365, Azure, InTune and
more
- Strong knowledge of Roaming User profiles, Windows folder sharing and permissions.
- Working knowledge of common user applications: including Microsoft Office suite, Google Chrome,
Microsoft Edge.
- Established skill set for network communications, network switching hardware – remotely diagnosing faults,
switch configurations, VLAN configurations, firewall management.
- Strong knowledge and troubleshooting experience with WAN hardware, firewalls etc
- Knowledge of managed WiFi infrastructure, ideally to include Omada, Ruckus and Cambium.
- Working knowledge of Audio Visual systems to include audio hardware / projectors / TVs / Interactive
Whiteboards / Interactive Screens
