Job Description

IT Support Engineer Infrastructure
Cape Town - Western Cape - South Africa
IT Support Engineer
Salary: R22k R28k pm
Area: Cape Town CBD
Type: Onsite
Role Summary
This is a hands-on IT support role focused on owning and delivering excellent service to SLA clients. You will be the main technical point of contact for a portfolio of customers, making sure support tickets are handled efficiently and service levels are consistently met.
The role suits someone who enjoys working directly with clients, taking ownership of issues, and balancing technical problem solving with service delivery. You will work across desktop support, Microsoft 365, basic networking, and endpoint security, with occasional onsite client visits.
Tech environment: Windows 10 and 11, Microsoft 365, Azure AD (Entra ID), endpoint security tools, basic networking.
Responsibilities

• Act as the primary technical contact for assigned SLA clients
• Take ownership of incidents, service requests, and ongoing support issues
• Ensure all tickets are resolved within agreed SLA timeframes
• Communicate clearly with clients around progress, delays, and resolutions
• Provide remote support and occasional onsite support when required
• Support Windows desktops and laptops
• Administer Microsoft 365 including Exchange Online, Outlook, Teams, OneDrive, and basic SharePoint
• Manage Azure AD / Entra ID users, groups, MFA, and password resets
• Support endpoint security tools such as antivirus, EDR, BitLocker, and MFA enforcement
• Troubleshoot printers, scanners, and peripheral devices
• Handle basic networking tasks including IP addressing, DHCP, DNS fundamentals, WiFi, and VPN access
• Investigate and resolve tickets independently where possible
• Escalate server or advanced infrastructure issues to internal specialist teams
• Delegate and review suitable tasks with junior helpdesk staff
• Build strong working relationships with client stakeholders
• Liaise with vendors and third party suppliers to support client environments
• Identify recurring issues and recommend improvements or preventative actions
• Provide technical input to support account renewals, upgrades, and changes
• Maintain accurate client documentation and internal knowledge base records
• Follow and contribute to internal IT service processes

Requirements

• Based in Cape Town or surrounding areas with a valid drivers license
• Strong experience supporting Windows desktop environments
• Solid working knowledge of Microsoft 365 administration
• Experience supporting small to medium sized business environments
• Good understanding of basic networking concepts
• Comfortable working in a client facing role
• Strong written and verbal communication skills in English
• Professional, well presented, and confident engaging with clients
• Well organised, detail focused, and able to work under pressure
• Able to work independently while contributing effectively to a team

Advantageous:

• Experience working in an SLA driven or managed services environment
• Exposure to Azure AD / Entra ID security features
• Experience with MSP ticketing systems and documentation platforms
• Microsoft certifications such as MS 900 or MD 102

If you enjoy taking ownership, working closely with clients, and delivering reliable IT support, this role offers the chance to build strong technical and client facing experience in a fast paced environment. Apply now to take the next step in your IT support career.
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