About the position
The Managed Services Engineer will be responsible for providing day-to-day technical support and maintenance to managed service clients. The role focuses on monitoring, troubleshooting, and resolving incidents across customer environments to ensure systems remain operational and service levels are maintained. The role requires a hands-on individual who can work efficiently in a support-driven environment while delivering consistent service to multiple clients.
Key Responsibilities:
Managed Service Support
- Provide remote technical support to managed service clients.
- Monitor client systems, networks, and infrastructure using monitoring tools.
- Respond to alerts, incidents, and service requests within agreed SLA's.
- Perform basic troubleshooting across network, voice, and infrastructure environments.
- Escalate complex issues to senior engineers where required.
System Maintenance
- Perform routine system health checks.
- Conduct patching, updates, and preventative maintenance.
- Assist with configuration changes and system adjustments.
Incident & Request Management
- Log, track, and resolve support tickets through the service desk system.
- Ensure accurate documentation of troubleshooting steps and resolutions.
- Maintain communication with clients regarding ticket progress.
Client Environment Administration
- Manage user accounts, permissions, and access requests.
- Assist with device configuration and deployments.
- Support backup monitoring and basic recovery tasks.
Documentation & Reporting
- Maintain accurate client documentation.
- Update system diagrams, passwords, and configuration records.
- Provide feedback on recurring issues or system improvements.
Qualifications & Experience
- Matric (Grade 12) - essential
- IT Diploma / Certificate or equivalent technical qualification.
- 1 - 3 years' experience in a technical support or managed services environment
- Experience supporting multiple client environments will be advantageous
Technical Skills
Basic working knowledge of:
- Networking (LAN/WAN)
- Microsoft environments
- VoIP / Unified Communications (advantageous)
- Monitoring and ticketing systems
- Windows Server / Desktop environments
Other Requirements
- Good troubleshooting ability
- Strong communication skills
- Ability to manage multiple tickets simultaneously
- Customer service orientated
- Ability to work under pressure
Advantageous Skills (Not Required)
- Experience with MSP environments
- Exposure to cloud services (Microsoft 365 / Azure)
- Basic firewall or switch configuration
Desired Skills:
- Troubleshooting
- It Support
- Technical Support
- Monitoring
About The Employer:
Join a well established company in the IT sector based in Pretoria.
