Technical Support Intern working on a Python - based ROI tool to enhance health investments. Assist in usability and documentation for global health policy support.
About the role
- 2nd / 3rd Line IT Support Engineer supporting UK clients in a fast-paced MSP environment. Resolving technical issues and assisting junior engineers in an office-based role in Cape Town.
Responsibilities
- Resolve escalated support tickets that cannot be resolved by the 1st Line support team.
- Ensure incidents and service requests are handled within agreed SLAs.
- Take ownership of complex IT issues requiring investigation, troubleshooting and resolution.
- Monitor and respond to alerts from monitoring and security systems to provide proactive support.
- Provide clear and effective communication with clients and internal teams.
- Assist with mentoring and supporting junior engineers when required.
- Contribute to documentation updates and internal knowledge base improvements.
- Suggest process improvements to enhance service delivery and operational efficiency.
- Participate in an on-call weekend rotation schedule.
Requirements
- Minimum 2 years experience in an IT Helpdesk environment, ideally within an MSP.
- Experience providing 2nd or 3rd Line technical support.
- Strong Microsoft 365 administration experience.
- Excellent troubleshooting and problem-solving skills.
- Strong written and verbal communication skills.
- Comfortable working with ticketing systems, CRM tools, and technical documentation platforms.
- Ability to work effectively both independently and as part of a team.
- Valid South African driver’s license.
Benefits
- Office-based role in Durbanville, Cape Town
- Supporting UK-based clients and systems
- Collaborative team environment within a growing technical support function
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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