Desktop Support / Helpdesk (Level 1) – Cape Town

About the role

We are a dynamic Cape Town‑based IT company seeking a motivated Desktop Support / Helpdesk (Level 1) professional. The role involves providing second‑level technical assistance to internal and external clients and requires a valid driver’s licence and reliable vehicle for on‑site visits.

Key responsibilities

• Resolve escalated calls (incident and change management) within SLA and update the ticketing system in real time.
• Monitor and act on system alerts (Nagios) 24/7, creating notes and updating the knowledge base.
• Provide proactive solution selling by identifying customer needs and using the provided sales template.
• Assist first‑level support when unavailable, answer phones, monitor email queues, and log calls.
• Track incident and change request progress, obtain ETAs, and ensure quality closure.

Required profile

• Valid driver’s licence and reliable vehicle for client visits.
• Relevant IT courses or certifications.
• Ability to work independently, follow escalation procedures, and maintain accurate documentation.

Required skills

• Windows desktop and server operating systems.
• Active Directory, File Services, SUS Services.
• Microsoft Exchange (2003, 2007, 2010, 2012).
• Microsoft SQL Server.
• IIS, IAS Server, ISA Server.
• TCP/IP, routing and switching.
• Basic understanding of SMTP, HTTP, POP3.
• Packet sniffing for troubleshooting.
• Wireless networking (802.1x authentication).
• Server hardware fundamentals, RAID levels, hardware RAID.
• General hardware troubleshooting.