Microsoft Support Engineer – 2nd Shift (12 PM to 9 PM SAST)
Location: Stellenbosch, Western Cape, South Africa
Company: 360 Smart Networks – MSP IT Firm (Georgia, USA)
Are you based in Cape Town or nearby? Do you thrive in delivering top-tier customer service while solving complex technical challenges? Are you passionate about technology, hardware diagnostics, and troubleshooting? If you excel in streamlining processes, improving efficiency, and maintaining thorough documentation, we want you on our South African IT Support team.
Role Overview
As a Microsoft Support Engineer, you’ll be responsible for managing and resolving technical support tickets, ensuring high-quality service delivery, and supporting Microsoft environments across desktops, servers and cloud offerings. This role requires strong troubleshooting skills, proactive problem-solving, and the ability to work independently while collaborating with a global team.
Key Responsibilities
- Handle support tickets from initiation to resolution, ensuring accurate documentation and timely updates.
- Log all incidents and service requests systematically.
- Monitor and manage emails, response times, and resolutions in line with SLAs.
- Ensure high-quality closure of desktop, server, and IT-related incidents within SLAs.
- Install, configure, and support Microsoft desktop and server operating systems.
- Troubleshoot and maintain Microsoft applications, hardware, and IT infrastructure.
- Provide remote support for servers and workstations, assisting clients via phone and remote access tools.
- Manage Active Directory administration, including user account creation, password resets, and access controls.
- Document configurations and IT procedures for client environments.
- Coordinate hardware service requests and follow up with external suppliers.
- Identify and escalate risks or critical issues to senior engineers when necessary.
Required Skills & Qualifications
Essential:
- Certifications: MCSE / MCSA / MCITP (2012+), A+, Network+
Experience: - 5+ years in desktop support (Windows 7 and later)
- 3-5 years of service desk experience
- 4+ years in a server support role (Windows Server 2008 and later)
Technical Expertise: - Strong knowledge of LAN/WAN networking
- Active Directory administration experience
- Proficiency in remote support tools and troubleshooting techniques
- Understanding of user security, rights management, and IT best practices
Other Requirements: - Permanent South African resident and citizen (non-negotiable)
- No criminal record (non-negotiable)
- Own reliable transport with a valid driver’s license
Desirable:
- Security+ certification
- Experience with firewall management, NAT, and routing rules
- Familiarity with VPN, RDP, and other remote support applications
- Understanding of virtualization and cloud-based solutions
- Experience with support ticketing systems (ConnectWise preferred)
- Intermediate proficiency in Office 365 support
- Basic scripting knowledge
Personal Attributes
- Excellent written and spoken English communication skills
- Strong ability to work both independently and collaboratively
- High attention to detail, with a commitment to quality and productivity standards
- Effective planning and prioritization skills, managing competing demands
- Adaptability to change and willingness to embrace new technologies
Additional Details
- Work Schedule: Monday to Friday, 12 PM – 9 PM SAST (non-negotiable)
- Work Location: Office-based in Stellenbosch, Western Cape
Desired Skills:
- MCSE
- MCSA
- Help Desk Support
- Support Engineer
- IT Support
- Remote Desktop Support
- Network Support
- Office365 Support
- A+
- N+
Desired Work Experience:
- 2 to 5 years [other] Information Technology
- 5 to 10 years Systems / Network Administration
Desired Qualification Level:
- Certificate
About The Employer:
About 360 Smart Networks
Founded in 2002 and headquartered in Atlanta, USA, 360 Smart Networks is a leading Managed Service Provider (MSP) offering comprehensive IT management and support services to small and medium-sized businesses across the southeastern United States. Our mission is to empower businesses with reliable, secure, and scalable IT solutions while fostering long-term partnerships through exceptional service.
We are a team of experienced professionals committed to delivering cutting-edge technology solutions and maintaining a collaborative, high-performance work environment. As our client base grows, we seek talented individuals who are eager to contribute to a dynamic and innovative team.
If you’re passionate about IT, customer service, and career growth, apply today!
Employer & Job Benefits:
- Performance Bonus