Job Description

Job Title: Desktop Support Engineer (1st / 2nd Line)

Location:

uMhlanga, South Africa

Working Hours:

Monday to Friday, 3pm-1am

Job Type:

Full-Time

Company Type:

Managed Service Provider (MSP)

About Us

Shoreability is a fast-growing Managed Service Provider (MSP) that delivers expert remote IT support to clients across a range of industries. Our team solves technical problems using modern tools like Microsoft 365, Azure, and industry-leading RMM platforms.

We are hiring a dependable and technically skilled 1st / 2nd Line Desktop Support Engineer with strong troubleshooting ability and Level 1 / Level 2 networking knowledge to join our remote team based in South Africa.

Key Responsibilities

Provide 1st and 2nd line remote support to end-users Troubleshoot hardware issues such as power failures, boot problems, RAID, printers, monitors, and peripheral devices Resolve Windows-related issues including profile corruption, malware infections, update failures, OS corruption, and Active Directory problems Support Microsoft Windows 10/11 and Microsoft Server (2016/2019/2022) Provide support for Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) Assist with Azure Active Directory tasks, including user/group management and basic policy troubleshooting Diagnose basic to intermediate network issues: DNS, DHCP, VPN, slow network, dropped connections, and router/switch issues (L1/L2) Use ticketing systems to track, document, and resolve support requests Utilize RMM tools for remote monitoring, scripting, patching, and endpoint management Communicate clearly and professionally with clients via phone, email, and remote sessions Escalate complex issues with proper documentation

Required Skills and Experience

2-3+ years of experience in IT support (MSP experience strongly preferred) Strong knowledge of: Microsoft Windows 10/11 Microsoft Server (Active Directory, Group Policy, File Services) Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams) Azure AD (user and group management) Hands-on experience with ticketing systems (Autotask, Zendesk, Freshdesk, etc.) Experience with RMM tools (Datto RMM, N-able, Atera, ConnectWise, etc.) Working knowledge of L1 / L2 networking (IP addressing, DNS, DHCP, VPNs, basic routing/switching) Excellent verbal and written communication skills in English Dependable, self-motivated, coachable, and eager to learn
If you're passionate about IT support, enjoy problem-solving, and want to grow in a fast-paced MSP environment, we encourage you to apply today.

Job Type: Full-time

Pay: From R20000,00 per month

Ability to commute/relocate:

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

Diploma (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) Computer networking: 2 years (Required)
Work Location: In person