Support Engineer (Callouts) (Somerset West) at Datafin Recruitment

ENVIRONMENT:

• ARE you the go-to person for solving tech problems? Then a dynamic provider of comprehensive IT solutions with a customer base across South Africa wants you as their next Support Engineer where you will play a key role in delivering exceptional IT support to clients.
• You’ll have the opportunity to work on interesting projects, develop your technical skills, and grow your career in a supportive environment.
• The ideal candidate will be confident, motivated, and tech-savvy with Matric/Grade 12, have Networking+ and A+ Certifications with 5+ years in a technical support or MSP environment including supporting Windows Server, Office 365, and networking infrastructure.
• Your other tech skills must include DNS, DHCP, Active Directory, Windows Server 2012 and up, Hyper-V, Azure & TCP/IP.

DUTIES:

Technical Support & Troubleshooting –

• Provide 1st Line Support for hardware, software, and network-related issues.
• Effectively troubleshoot issues and escalate complex problems to the Escalation Team or relevant stakeholders.
• Guide users through product features, setup, and common troubleshooting steps.
• Collaborate with third-party vendors to resolve technical issues when necessary.

Ticket Management –

• Attend to and manage assigned support tickets from start to resolution.
• Maintain detailed and timely updates on all ticket progress.
• Ensure each ticket includes a clear summary of work completed or resolution applied.
• Prioritize and complete tickets within defined SLA timeframes.

Client Communication & Service –

• Maintain clear, professional, and proactive communication with clients throughout the support process.
• Manage client expectations effectively and ensure a positive support experience.
• Provide guidance, recommendations, and technical insight to assist clients and improve their IT environments.

Process Improvement & Documentation –

• Log and document all client interactions accurately in support systems.
• Identify recurring issues and suggest process improvements to enhance support efficiency.
• Propose IT enhancements to assigned vCIOs that can improve the client’s infrastructure and experience.
• Assist in developing and refining internal policies and procedures.

Collaboration & Development –

• Participate in the development of new features, bug fixes, and software improvements.
• Support customer-specific and engineering-driven initiatives within multicast and networking environments.
• Conduct peer code/design reviews and collaborate with adjacent teams on programming interfaces.
• Develop automated tests to support QA efforts and ensure high-quality software delivery.

Ongoing Learning & Tech Advancement –

• Proactively research unfamiliar topics and self-learn new technologies.
• Stay up to date with the latest tools, trends, and best practices in the IT industry.
• Share knowledge and contribute to a culture of learning and growth within the team.

*After-hours duty every few weeks for a week on a rotation basis with other Engineers/Technicians – Non-negotiable.

REQUIREMENTS:

Qualifications –

• Matric / Grade 12.
• Networking+ and A+ Certifications.
• MCSE/MCSA or equivalent (Preferred).

Experience/Skills –

• 5+ Years in a technical support or MSP environment.
• Experience supporting Windows Server, Office 365, and networking infrastructure.
• Exposure to ITIL best practices and working within SLA frameworks.
• DNS, DHCP, Active Directory.
• Networking fundamentals, security best practices.
• Hardware and software troubleshooting.
• Configuring routers, switches, firewalls, and wireless access points.
• Windows Server 2012 and up, including Hyper-V.
• Office 365, Google Workspace configuration.
• Cloud infrastructure (Microsoft Azure, third-party providers).
• Basic MikroTik and general firewall rule configuration.
• Familiarity with editing DNS records (CNAME, TXT, MX).
• TCP/IP, subnetting, port forwarding.

ATTRIBUTES:

• Customer-focused with a passion for helping others.
• Strong communicator—both verbal and written.
• Excellent time management and organizational skills.
• Proactive, self-motivated, and eager to learn.
• Detail-oriented with strong memory recall.
• Collaborative mindset, ready to both teach and be taught. 
• Able to manage multiple priorities and adapt quickly to new tools and technologies.