SUMMARY:
Dedicated Support Engineer

POSITION INFO:

Dedicated Support Engineer

Location: Somerset West, Western Cape
Work Arrangement: Hybrid

An exciting opportunity is available for a Dedicated Support Engineer to provide reliable, professional and high-quality IT support to clients.

The successful candidate will be responsible for resolving day-to-day technical issues, providing excellent client service and ensuring support requests are handled efficiently, accurately and professionally.

Key Responsibilities

• Provide first-line and technical IT support to clients.

• Respond to and resolve support tickets within agreed service levels.

• Troubleshoot hardware, software, network and user-related issues.

• Assist with workstation, laptop, printer and peripheral setup and support.

• Support user onboarding and offboarding processes.

• Assist with email, Microsoft 365 and common business application issues.

• Perform password resets and basic user administration.

• Troubleshoot basic connectivity, Wi-Fi and network-related problems.

• Use remote support tools to diagnose and resolve technical issues.

• Escalate complex technical issues appropriately to S2 or S3.

• Maintain accurate and detailed ticket notes.

• Follow established support procedures and SOPs.

• Keep clients informed of progress, expected timelines and next steps.

• Identify recurring issues and raise opportunities for preventative solutions.

• Maintain a professional and customer-focused approach at all times.

• Assist with documentation and knowledge-base updates where required.

Requirements

• Previous experience in an IT support, service desk or technical support role.

• Good knowledge of Windows operating systems and common business applications.

• Experience troubleshooting hardware, software and connectivity issues.

• Familiarity with Microsoft 365 would be advantageous.

• Basic understanding of networking and IT infrastructure.

• Experience working with a ticketing or service management system.

• Strong troubleshooting and problem-solving ability.

• Good written and verbal communication skills.

• Strong customer-service orientation.

• Good organisational skills and attention to detail.

• Ability to prioritise multiple support requests.

• Ability to work independently while knowing when to escalate.

• Relevant IT qualifications or certifications would be advantageous.

Ideal Candidate

We are looking for a technically capable and customer-focused support professional who takes ownership of problems from initial contact through to resolution.

You should be calm under pressure, communicate clearly with clients and colleagues, maintain accurate documentation and take pride in delivering consistent, professional IT support.

Experience within an MSP, managed services or client-facing IT environment would be advantageous.

Head office: Somerset West
Work arrangement: Hybrid