Job Description

Job Title:

First / Second Line Support Engineer

Location:

uMhlanga, South Africa (office-based)

Working Hours:

Monday to Friday, 3pm-1am (supporting U.S. customers)

About Us

Shoreability is a growing Managed Service Provider (MSP) delivering high-quality IT support to businesses across multiple industries. We pride ourselves on providing fast, friendly, and reliable service to our clients.

We're looking for

well-rounded IT Support Engineers

with

good knowledge of Windows Server and Desktop operating systems

to join our team based in uMhlanga. In this role, you'll provide remote support to our U.S. customers during their business hours, assisting with a wide range of IT, network, and software issues.

What You'll Do

Provide

first and second line IT support

to end users.

Troubleshoot hardware issues

- PC won't turn on or boot, hard drive/fan/CPU/MOBO/PSU failures, monitor flicker, printer won't print, keyboard stopped working, replacing RAID drives, etc.

Troubleshoot network issues

- unable to access websites or local servers, network slowness, network-based software crashes, connectivity problems with network devices, email delivery issues, etc.

Troubleshoot Windows and environmental issues

- corrupt user profiles, malware removal, boot issues, Active Directory problems, software slowness, Windows updates, and system corruption. Support and maintain

Microsoft 365, Windows 10/11, and Windows Server

environments. Assist with

VoIP system setup and troubleshooting

(e.g. 3CX, Yealink). Manage

VPNs, DNS, DHCP, and firewalls

. Log and update all work accurately within the helpdesk system. Collaborate with senior engineers for escalations and complex issues.

Skills & Attributes Required

Customer service:

Active listening, fluent English, polite, professional, and engaging.

Manageability:

Reliable, punctual, coachable, enthusiastic, and proactive.

Technical aptitude:

Fast learner, solution-focused, strong troubleshooting mindset, and sense of ownership.

Knowledge base:

Microsoft 365 and Windows systems Networking fundamentals (TCP/IP, DNS, DHCP, VPN) Hardware components and diagnostics VoIP and remote support tools Active Directory and basic server administration

What You'll Need

2+ years of IT support experience

(MSP experience advantageous). Strong understanding of

Microsoft 365, Windows desktop/server, and VoIP

. Good grasp of

networking and system administration

. Excellent communication and customer service skills.

Microsoft certifications

(preferred but not essential).

What We Offer

Competitive salary. Core hours:

3pm-1am (SA time), Monday to Friday

. Occasional late shifts and

one Saturday per month (on rotation)

. Exposure to a wide range of modern technologies and global clients. Supportive, team-focused environment. Ongoing

training and career development

opportunities.

Ready to deliver world-class IT support to U.S. customers from our Umhlanga office?

Apply now and join the Shoreability team!

Job Type: Full-time

Pay: From R18000,00 per month

Ability to commute/relocate:

Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (Required)
Education:

Certificate (Preferred)
Experience:

Windows Desktop OS: 3 years (Required) M365 Admin: 2 years (Required) Microsoft Active Directory: 2 years (Required) Microsoft Windows Server: 2 years (Required) VoIP: 2 years (Preferred)
Work Location: In person

Expected Start Date: 2025/11/03