Service Desk Support Engineer

About the Role

We are looking for a motivated and customer-focused Service Desk Support Engineer to join our growing technical support team.

As the first point of contact for our clients, you will play a key role in delivering timely and effective IT support while ensuring every interaction reflects our commitment to reliability, professionalism, and care. You will handle support requests via phone, email, and remote tools — resolving incidents, assisting users, and escalating complex issues when required.

This is a hands-on, fast-paced role ideal for someone with strong technical aptitude, excellent communication skills, and a passion for helping people through technology.

Key Responsibilities

End-User Support

• • Provide first-level technical support via phone, email, and remote tools to ensure quick and efficient resolution of user issues.
  • Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, mobile devices, and peripherals.
  • Assist users with setting up and configuring applications, email accounts, and network connectivity.
  • Collaborate with higher-tier support teams to resolve complex issues and maintain client satisfaction.

Ticket Management

• • Log and prioritize user incidents in the ticketing system with accurate documentation.
  • Monitor open tickets to ensure timely resolution within defined SLAs.
  • Escalate recurring or high-priority issues to senior engineers where appropriate.
  • Maintain a clear communication line with clients throughout the support process.

Requirements

• • Minimum 1 year of experience in a Service Desk or MSP (Managed Service Provider) environment.
  • Matric (Grade 12).
  • MS-900 certification or currently working towards it.
  • Proficiency with Microsoft 365, Active Directory, Azure AD, and Exchange Admin.
  • Strong working knowledge of Windows OS, Office Suite (2013, 2016, O365), and general networking principles.
  • Excellent written and verbal communication skills.
  • Strong problem-solving skills with a proactive, customer-first mindset.
  • Ability to manage multiple tickets and priorities effectively.
  • Team-oriented with the ability to collaborate and build relationships with colleagues and clients.

Desired Skills & Experience

• • Certifications such as AZ-900 or SC-900 (advantageous).
  • Experience using ServiceM8 or similar ticketing platforms.
  • Commercial awareness with the ability to work independently.
  • Familiarity with ITIL processes or structured service delivery frameworks.

Key Competencies

• • Adaptable – Able to adjust quickly to changing priorities and environments.
  • Collaborative – Works effectively with cross-functional teams, breaking down silos.
  • Empathetic – Understands both customer and business perspectives to find effective solutions.
  • Creative – Thinks outside the box to solve unique or complex issues.
  • Challenging – Confident in identifying when a customer’s request requires a different approach.
  • Passionate – Committed to delivering quality service and achieving success for customers.

Work & Culture

We believe great service starts with great people. Our culture is built on teamwork, respect, and continuous improvement.

You’ll join a supportive and collaborative environment where your contributions are valued, your growth is encouraged, and your success is celebrated. We foster a space where learning never stops — because technology doesn’t either.

We offer:

• • A people-first culture that prioritizes learning and collaboration.
  • Continuous exposure to new tools, technologies, and client environments.
  • Clear pathways for professional growth and certification support.
  • A balanced environment where hard work and personal wellbeing go hand in hand.

Why Work in an MSP Environment?

Working within a Managed Service Provider (MSP) environment offers an exciting and rewarding experience for IT professionals who love variety and challenge:

1. Fast-Paced Learning – Gain hands-on experience across a wide range of technologies and client environments.
2. Career Development – Rapidly build technical skills and earn certifications through continuous exposure.
3. Collaborative Culture – Work alongside experienced engineers who share knowledge and mentor others.
4. Meaningful Impact – Directly help businesses stay productive and secure through your technical expertise.

Compensation & Benefits

• • Competitive salary (based on experience)
  • Medical aid
  • Pension plan
  • Death and disability cover
  • Ongoing training and certification support

How to Apply

Upload your CV and complete the form.

Include your salary expectations, notice period, and contactable references.

Shortlisted candidates will be invited for the first interview via Teams Meeting. Further Interview will be at our Century City office.

If you haven’t heard from us within two weeks, please consider your application unsuccessful.

Note: Only candidates who meet the listed requirements will be considered. First Interview will be conducted via Teams Meeting.