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

About the role

The Technical Support Analyst (L1/L2) provides high‑quality telephonic and onsite support to a portfolio of Cape Town‑based clients. This hybrid position combines service‑desk duties with field‑based desktop troubleshooting, ensuring users receive prompt and effective assistance.

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 support for user, endpoint, Microsoft 365 and network issues.
• Escalate complex incidents to vendors, L3 resources or the Technical Manager.
• Perform onsite troubleshooting, installations, configurations and replacements of workstations, networking equipment and peripherals.
• Communicate professionally with users and stakeholders on‑site, confirming fixes and documenting resolutions.

Required profile

• Matric plus relevant IT qualifications/certifications or equivalent practical experience.
• 3–5 years of experience in a similar IT support role, preferably with MSP exposure.
• Proven experience in both service‑desk telephonic support and onsite desktop support.
• Valid driver’s licence and own transport for field work.

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, routing basics).
• 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 (e.g., TeamViewer).

What we offer

• Hybrid role blending desk and field responsibilities.
• Company reimbursement for fuel on client visits.
• Opportunity to work with a diverse client base in Cape Town.