Join a leading UK Microsoft Solutions Partner's South African delivery team as a 1st Line Support Engineer. Provide top-tier customer support for Microsoft 365 and Windows 10/11, with opportunities for growth and development.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
1st Line Support Engineer
Leading UK Microsoft Solutions Partner | South Africa Delivery Team
25,000 ZAR Per Month + Medical Allowance + Benefits
Fully Remote Working
The Opportunity
A leading UK-based Microsoft Solutions Partner is expanding its global delivery capability and is scaling its support team in South Africa.
This organisation supports customers across the UK with secure, modern Microsoft Cloud solutions and is investing long-term in building a high-quality South African delivery hub.
They are now seeking a 1st Line Support Engineer to act as the first point of contact for customers, delivering a professional, reliable, and customer-focused support experience while developing a strong foundation within the Microsoft technology ecosystem.
The Role
As a 1st Line Support Engineer, the successful candidate will be responsible for diagnosing and resolving day-to-day technical issues, escalating more complex incidents, and ensuring customers receive timely and effective support.
The role offers exposure to modern Microsoft technologies and the opportunity to work closely with experienced 2nd and 3rd Line Engineers within a fast-paced MSP environment.
Key Responsibilities
- Act as the first point of contact for customer support via phone, email, and ticketing systems
- Troubleshoot and resolve 1st line technical issues, including:
- Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
- Windows 10/11
- User access, permissions, and account management
- Basic networking (DNS, DHCP, TCP/IP)
- Triage security alerts generated by the Microsoft Sentinel SOC service
- Log, prioritise, and escalate incidents in line with ITIL best practices
- Perform user onboarding/offboarding, password resets, and software installations
- Escalate complex issues to 2nd and 3rd line teams with clear and accurate documentation
- Maintain detailed records of incidents, resolutions, and troubleshooting steps
- Assist with the setup and support of desktops, laptops, and peripherals
- Provide basic guidance and training to users on Microsoft 365 applications
- Contribute to knowledge base articles and ongoing process improvements
Essential Skills & Experience
- Previous experience in a 1st Line Support, Service Desk, or Helpdesk role
- Experience working within an MSP or similar fast-paced IT environment is a MUST
- Strong working knowledge of:
- Microsoft 365 (Exchange, Teams, OneDrive, SharePoint, Intune, Azure AD)
- Windows 10/11
- Active Directory fundamentals
- Basic networking concepts
- Experience using a ticketing system to manage support requests
- Strong troubleshooting and problem-solving ability
- Excellent communication skills with a customer-first mindset
- Ability to explain technical concepts clearly to non-technical users
Desirable Skills
- Relevant certifications such as MS-900, AZ-900, or CompTIA A+
- Exposure to:
- Microsoft Intune
- Microsoft Sentinel
- Cisco Meraki
- Remote support tools (RDP, AnyDesk, TeamViewer)
- PowerShell (basic scripting)
- Halo PSA
Culture & Mindset
The organisation values individuals who demonstrate:
- Accountability – taking ownership of tasks and outcomes
- Growth – actively seeking opportunities to learn and develop
- Excellence – maintaining high standards in service delivery
- Customer First – prioritising customer experience and satisfaction
- Commitment – showing consistency, reliability, and professionalism
Why This Role?
- Opportunity to join a growing South Africa delivery team with long-term investment
- Work with a recognised UK Microsoft Solutions Partner
- Hands-on exposure to modern Microsoft Cloud and Security technologies
- Clear development pathways into 2nd Line, Cloud, or Security roles
- Collaborative, supportive technical environment