Level 1 Managed Services Technician

Location: Cape Town CBD (Workshop17)  Work From Office Only
Salary: Starting from R18,000 per month (depending on skills and experience)
Working Hours: Monday to Friday, UK Hours (9am6pm / 10am7pm depending on daylight savings)

The Opportunity

We are growing! As part of our evolution, were looking for an experienced Level 1 Managed Services Technician to join our Managed Services Helpdesk Team.

This is an opportunity to build a long-term career with a UK-based MSP (Managed Service Provider), supporting a diverse client base including healthcare, charity, and retail sectors. Our clients are typically medium to large organisations, with infrastructure setups ranging from cloud-based (Azure AD) to hybrid environments.

The ideal candidate will not only have strong technical skills but also understand the value of every client and candidate interaction. Were building talent pipelines for the futureso we treat each profile and support case with care, attention, and long-term thinking.

Key Responsibilities

• Provide 1st line technical support to internal and external stakeholders via Helpdesk, phone, live chat, and email.
• Log and triage tickets using the Helpdesk Management System (e.g., ConnectWise), ensuring accurate categorisation and prioritisation.
• Perform initial troubleshooting and escalate where needed to Level 2 or 3 support, maintaining excellent customer care.
• Set up and manage user accounts (Active Directory, AzureAD, Hybrid AD), including password resets, MFA setup, and user permissions.
• Support Office 365 applications, including Exchange Online, OneDrive, Teams, and SharePoint troubleshooting.
• Manage networked devices, such as printers using print servers and user code systems for secure access.
• Perform hardware/software installations and remote maintenance tasks, including patch management and antivirus updates.
• Proactively monitor internal systems (backups, antivirus, patch management dashboards) and create tickets for detected issues.
• Assist with small order preparation, hardware delivery, and configuration (PCs, laptops, printers).
• Identify and act on cybersecurity risks, including compromised device management and phishing incidents.
• Work closely with clients, scheduling calls and ensuring non-technical users are supported with patience and clarity.
• Continuously develop your technical knowledge to meet MSP industry certifications and stay ahead of emerging technology.

What Were Looking For

Essential Skills & Experience

• 2 to 3 years of professional experience in:
  • Microsoft Windows Server
  • Microsoft 365 Administration (Exchange Online, Teams, OneDrive)
  • Active Directory, AzureAD, and Hybrid AD (user account management, GPOs)
  • Networking fundamentals (wired, wireless, VPN setups)
  • Cybersecurity basics (MFA, phishing, firewall rules, antivirus management)
  • Backup & Replication (Veeam or equivalent)
  • Hardware maintenance (laptops, desktops, servers)
  • Remote troubleshooting of both hardware and software issues
  • Ticket management systems (ConnectWise preferred)
  • Experience in IT support for healthcare or retail sectors is highly advantageous

Soft Skills & Competencies

• Problem-solving mindset with the ability to research solutions independently.
• Ability to translate technical language into user-friendly explanations.
• Strong team collaboration and client relationship management.
• High attention to detail we treat every case and every CV as valuable to the business.
• Commitment to continuous learning and professional growth.
• Excellent communication skills in English (minimum 50% pass in Maths and English).

Desirable

• Professional IT Certifications:
  • ITIL Foundation
  • Microsoft MCSA
  • Cisco CCNA
• Previous experience in a Managed Service Provider (MSP) environment.

Diversity & Inclusion

Surgo (Pty) Ltd is committed to building a diverse workforce and encourages people with disabilities and candidates from underrepresented backgrounds to apply.

Due to the volume of applications, if you dont hear back within three months, please consider your application unsuccessful. However, your CV will be retained in our database for future opportunitiesevery CV is treated as part of our long-term talent pipeline. If you prefer us not to keep your CV, please contact recruitment@surgo.co.za.