Technical Support Analyst (L1/L2) – Hybrid Service Desk & Desktop Support

About the role

The Technical Support Analyst (L1/L2) provides a blend of telephonic service‑desk assistance and on‑site desktop support for clients in Cape Town’s Maitland area. Working five days a week on‑site, you will resolve user, endpoint, Microsoft 365 and network issues while ensuring a professional on‑site experience.

Key responsibilities

• Monitor and respond to service‑desk tickets via phone and email during business hours.
• Log, categorise, prioritise and assign incidents in line with SLA requirements.
• Deliver Level 1 and Level 2 remote/telephonic support for Windows, Microsoft 365, networking and hardware problems.
• Escalate complex issues to vendors, L3 teams or the Technical Manager.
• Perform on‑site troubleshooting, installations, configurations and replacements of workstations, printers, phones and networking equipment.
• Communicate clearly with users and stakeholders, confirm resolutions and close tickets with proper documentation.

Required profile

• Matriculation plus relevant IT qualifications or certifications, or equivalent practical experience.
• 3–5 years of experience in a mixed service‑desk and desktop‑support role (MSP exposure a plus).
• Valid driver’s licence and own transport for on‑site visits.

Required skills

• Microsoft 365 / Office 365 user support and administration.
• Windows desktop troubleshooting.
• Basic Windows Server knowledge and Active Directory fundamentals.
• Networking fundamentals (LAN/WAN, Wi‑Fi, DNS, DHCP, basic routing).
• Hardware troubleshooting for desktops, laptops and printers.
• Ticketing systems experience (e.g., Zoho Desk).
• Endpoint security tools such as Zoho Endpoint Central, Intune or GravityZone.
• Remote control tools (TeamViewer).

What we offer

• Monthly salary of R30,000.
• Company reimbursement for fuel on client visits.
• Start date: 1 July 2026.