1st Line IT Support Technician; MSP Environment

Durbanville, Cape Town (In-Office)

Monday – Friday, 10:00 – 18:00 (RSA Time)

On-duty weekend support: once every second month

Our client is a well-established and growing Managed IT Services Provider (MSP) based in Cape Town, supporting a diverse portfolio of small to medium-sized businesses, along with several larger, specialist environments.

Reporting to the Technical Services Manager, the successful candidate will deliver high-quality technical support across desktop, server, cloud, networking, telephony, and connectivity services. They are looking to appoint an experienced 1st Line IT Support Technician with prior MSP experience to join their technical services team. This role offers excellent exposure to a wide range of technologies, a collaborative team environment, and strong opportunities for technical growth and development.

You will handle inbound support requests, troubleshoot issues, and escalation where necessary, ensuring clients receive timely, professional, and effective resolutions.

• Provide technical support across multiple client environments (MSP setting)
• Troubleshoot and resolve issues related to desktops, servers, cloud platforms, and networks
• Assist with ongoing maintenance of client infrastructure (updates, monitoring, hardware checks)
• Handle inbound and outbound support calls professionally
• Respond to and manage support tickets in line with SLAs
• Communicate effectively with clients via phone and email
• Accurately log time, notes, and resolutions within the ticketing system
• Maintain up-to-date technical documentation and CRM records

• Proven experience working in an MSP (Managed Services Provider) environment
• Strong work ethic with a willingness to learn and grow
• Excellent customer service and communication skills (written and verbal)
• Highly organised with strong attention to detail

• Solid knowledge of Windows 10/11 and macOS
• Fundamental understanding of Windows Server environments
• Experience with:
  • Active Directory
  • DNS & DHCP
  • File permissions and Group Policy
• Strong Microsoft 365 experience, including:
  • Exchange Online
  • User and licence management
  • Microsoft Teams administration
  • Share Point
• Practical networking knowledge (IP, LAN/WAN, Wi-Fi, VPN)
• Experience configuring/supporting firewalls and routers
• Understanding of IT security tools and concepts:
  • EDR/MDR
  • DNS filtering
  • Email security
• Proficient in Microsoft Office and standard business applications