Level 1 MSP Tech Support Specialist

Level 1 Tech Support - Managed Services in Cape Town Surgo Cape Town, Western Cape, South Africa Full-Time Information Technology

Level 1 Tech Support - Managed Services in Cape Town
Location:Cape Town CBD (Workshop17) Workfrom Office Only
Salary:R18,000 per month
Working Hours:Monday to Friday, UK Hours (9am6pm / 10am7pm depending on daylight savings)

The Opportunity
We are growing! As part of our evolution, were looking for an experiencedLevel 1 Managed Services Technicianto join ourManaged Services Helpdesk Team.

This is an opportunity to build a long-term career with aUK-based MSP (Managed Service Provider), supporting a diverse client base including healthcare, charity, and retail sectors. Our clients are typicallymedium to large organisations, with infrastructure setups ranging from cloud-based (Azure AD) to hybrid environments.

The ideal candidate will not only have strong technical skills but also understand thevalue of every client and candidate interaction. We're building talent pipelines for the futureso we treat each profile and support case with care, attention, and long-term thinking.

Key Responsibilities
Provide 1st line technical supportto internal and external stakeholders via Helpdesk, phone, live chat, and email.
Log and triage ticketsusing the Helpdesk Management System (e.g., ConnectWise), ensuring accurate categorisation and prioritisation.
Performinitial troubleshooting and escalate where neededto Level 2 or 3 support, maintaining excellent customer care.
Set up and manage user accounts(Active Directory, AzureAD, Hybrid AD), including password resets, MFA setup, and user permissions.
Support Office 365 applications, including Exchange Online, OneDrive, Teams, and SharePoint troubleshooting.
Managenetworked devices, such as printers using print servers and user code systems for secure access.
Perform hardware/software installationsand remote maintenance tasks, including patch management and antivirus updates.
Proactively monitor internal systems(backups, antivirus, patch management dashboards) and create tickets for detected issues.
Assist withsmall order preparation, hardware delivery, and configuration(PCs, laptops, printers).
Identify and act oncybersecurity risks, including compromised device management and phishing incidents.
Work closely with clients, scheduling calls and ensuringnon-technical users are supported with patience and clarity.
Continuously develop your technical knowledge to meetMSP industry certificationsand stay ahead of emerging technology.

What We're Looking For
Essential Skills & Experience
2 to3 years of professional experience in:

Microsoft Windows Server
Microsoft 365 Administration (Exchange Online, Teams, OneDrive)
Active Directory, AzureAD, and Hybrid AD (user account management, GPOs)
Networking fundamentals (wired, wireless, VPN setups)
Cybersecurity basics (MFA, phishing, firewall rules, antivirus management)
Backup & Replication (Veeam or equivalent)
Hardware maintenance (laptops, desktops, servers)
Remote troubleshooting of bothhardware and software issues
Ticket management systems (ConnectWise preferred)
Experience inIT support for healthcare or retail sectors is highly advantageous

Soft Skills & Competencies
Problem-solving mindsetwith the ability to research solutions independently.
Ability totranslate technical language into user-friendly explanations.
Strongteam collaboration and client relationship management.
High attention to detail we treatevery case and every CV as valuableto the business.
Commitment tocontinuous learning and professional growth.
Excellent communication skills in English (minimum 50% pass in Maths and English).

Desirable
Professional IT Certifications:

ITIL Foundation
Microsoft MCSA
Cisco CCNA
Previous experience in a Managed Service Provider (MSP) environment.

Diversity & Inclusion
Surgo (Pty) Ltd is committed to building a diverse workforce and encourages people with disabilities and candidates from underrepresented backgrounds to apply.

Due to the volume of applications, if you don't hear back within three months, please consider your application unsuccessful. However, your CV will be retained in our database for future opportunities everyCV is treated as part of our long-term talent pipeline.If you prefer us not to keep your CV, please .

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