Cape Town, South Africa | Posted on 05/13/2026 We help businesses around the globe to step into the future confidently by providing world‑class IT services, in the most human way possible. We have a passion for technology and the way that it evolves, which is why we’re constantly improving the tools and methods we use. We offer a wide range of services across South Africa and the UK, which include: To provide first‑line technical support to internal and external users, ensuring timely resolution of IT‑related issues, maintaining high customer satisfaction, and contributing to the overall efficiency and stability of the Service Desk. Role Responsibilities: Provide basic and 1st Response remote support troubleshooting to clients to resolve technical issues in line with SLAs. Take incoming calls, assist if possible, or redirect to the correct person. Provide Support as a technical co‑ordinator as and when required. Take initiative to assist team members. Tickets are reviewed correctly as per the 8‑point checklist before acknowledging. Ensure clients are satisfied with the services and value delivered. Escalate client issues/risks to the relevant person/department. Identify and collaborate on opportunities to add more value to existing clients. Complete tasks allocated to implement digital transformation technologies for selected customers and projects. Identify opportunities for developing new SOPs or processes. Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service. Follow SOPs. Utilise standardised project templates and processes to ensure efficiencies and add customer value. Post time entries in real time. Project and ticket processes are up to date on the relevant systems. Maintain accurate documentation and tooling (IT Glue, N Central, Autotask) in real time. Participate and contribute to Level 10 meetings. Ensure productivity is optimised with technical excellence. Deal with escalated queries and projects. Submit the relevant reports on time (Timesheets, Expense Reports, Overtime Reports, and Standby Reports). Drive a mindset of delivering a WOW factor service that delights our customers. Provide technical input on training schedule. Take accountability to create and execute one's own personal and professional development plan. Act in accordance with company culture and values. Requirements IT Degree or 3 Year Diploma or related (BSc, BCom or BTech) Prior IT support internship or similar experience Microsoft Certifications will be advantageous Strong interpersonal, written, and verbal communication skills; able to explain technical concepts clearly Critical Thinking Problem Solving Process Driven Self‑motivated Professional attitude Motivated to learn and grow A high‑performance, values‑led culture where trust and ownership matter A team that genuinely cares – about clients and about each other Real investment in your growth Opportunities to step up, lead, and shape how we do things A modern, flexible working environment in Cape Town and Johannesburg #J-18808-Ljbffr