Senior IT Support & Infrastructure Engineer (MSP) – Cape Town – Hybrid

SUMMARY:
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POSITION INFO:
ENVIRONMENT: An established Cape Town-based Managed IT Services Provider (MSP) is seeking a highly experienced, hands-on Senior IT Support & Infrastructure Engineer to join its technical team. The company supports approximately 500 endpoints across a diverse portfolio of corporate clients, operating in industries such as retail, equipment rental, gas and other commercial sectors. With a strong focus on long-term client relationships, the business prides itself on delivering reliable, responsive and personalised IT support. The successful candidate will be a technically versatile IT professional with proven experience working within an MSP environment, supporting multiple client infrastructures and technologies. This is a hands-on role requiring someone who is equally comfortable resolving complex third-line infrastructure issues and assisting with everyday technical support when required. You will be responsible for maintaining and supporting client IT environments, troubleshooting complex technical problems, managing infrastructure and networking systems, and ensuring clients receive efficient and professional service. The ideal candidate is a proactive, independent problem solver who takes ownership of their work, demonstrates strong technical troubleshooting ability and thrives in a varied, fast-paced MSP environment. The company offers a hybrid working arrangement, with two days working from home per week, flexible working hours and a supportive environment that encourages independence and accountability. Previous MSP experience is essential.   DUTIES: Technical Support & Troubleshooting •       Provide comprehensive technical support across first, second and third-line environments, with a primary focus on complex technical issues and infrastructure support. •       Diagnose, troubleshoot and resolve hardware, software, operating system, application and connectivity problems. •       Act as a senior technical escalation point for complex incidents requiring advanced troubleshooting. •       Support a variety of client environments, adapting to different technologies, systems and infrastructure configurations. •       Investigate recurring technical issues, perform root cause analysis and implement permanent solutions. •       Provide remote and occasional onsite technical support while minimising disruption to client operations. •       Assist with desktop, laptop, printer and peripheral troubleshooting when required. •       Take ownership of technical incidents from initial investigation through to successful resolution. Server & Infrastructure Support •       Install, configure, administer and maintain Windows Server environments. •       Manage Active Directory, Group Policy, DNS, DHCP, file shares and related infrastructure services. •       Monitor server performance, availability and system health. •       Perform server maintenance, patching, updates and troubleshooting. •       Support physical and virtual server environments. •       Implement infrastructure upgrades, improvements and preventative maintenance. •       Troubleshoot server hardware, storage, operating system and infrastructure-related issues. •       Assist with infrastructure planning, implementation and optimisation. Networking & Connectivity •       Install, configure, maintain and troubleshoot LAN, WAN and wireless network infrastructure. •       Troubleshoot routing, switching, VLANs, VPNs, DNS, DHCP and general network connectivity. •       Configure and maintain firewalls, network security policies and access controls. •       Identify and resolve network performance issues, connectivity failures and security vulnerabilities. •       Support networking equipment from vendors such as Cisco Meraki, Netgear, Ubiquiti UniFi, Sophos, Fortinet and pfSense, or equivalent technologies. •       Assist with network infrastructure installations, upgrades and migrations. •       Ensure client networks remain stable, secure and operational. Microsoft 365 Administration •       Administer and troubleshoot Microsoft 365 environments across multiple client tenants. •       Manage Exchange Online, SharePoint, OneDrive and Microsoft Teams. •       Configure and maintain user accounts, mailboxes, licences, permissions and security settings. •       Troubleshoot email delivery, synchronisation, authentication and access issues. •       Support Microsoft Entra ID, identity management and multifactor authentication. •       Assist with Microsoft 365 migrations, upgrades and configuration changes. •       Implement and maintain appropriate Microsoft 365 security configurations and best practices. Virtualisation, Backup & Disaster Recovery •       Configure, administer and troubleshoot virtual server environments. •       Work with virtualisation platforms such as Microsoft Hyper-V, VMware, Proxmox or equivalent technologies. •       Provision, maintain and optimise virtual machines and associated infrastructure. •       Configure, monitor and troubleshoot backup and disaster recovery solutions. •       Support technologies such as Veeam, Hornetsecurity and cloud-based backup solutions. •       Perform backup verification, restoration testing and disaster recovery procedures. •       Troubleshoot backup failures and implement corrective measures. •       Assist with cloud and offsite backup storage, including solutions such as Wasabi. Security & Endpoint Protection •       Deploy, configure and maintain antivirus and endpoint security solutions. •       Monitor and investigate security alerts, malware incidents, phishing attempts and suspicious activity. •       Support endpoint protection and managed detection and response solutions. •       Work with security technologies such as ESET, Huntress and Hornetsecurity, or comparable platforms. •       Maintain appropriate firewall rules, endpoint policies and access controls. •       Identify potential security vulnerabilities and recommend preventative measures. •       Apply information security best practices and POPIA principles when managing client environments. MSP Support, Monitoring & Ticket Management •       Manage and resolve technical support tickets within agreed service level agreements. •       Work with Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) platforms. •       Support tools such as HaloPSA, NinjaOne or equivalent MSP platforms. •       Monitor client infrastructure proactively to identify and resolve potential issues before they impact operations. •       Prioritise technical incidents based on urgency, business impact and client requirements. •       Maintain accurate ticket notes, technical documentation and time records. •       Document troubleshooting procedures, technical resolutions and infrastructure configurations. •       Contribute to the development and maintenance of technical knowledge bases. •       Follow structured incident, problem and change management processes. Client Support & Relationship Management •       Communicate directly with clients regarding technical incidents, progress updates and resolutions. •       Build and maintain professional, long-term relationships with clients. •       Explain technical problems and solutions clearly to both technical and non-technical stakeholders. •       Take responsibility for client issues and ensure appropriate follow-through. •       Identify opportunities to improve client infrastructure, security, reliability and operational efficiency. •       Liaise with vendors, suppliers and third-party service providers to resolve technical issues. •       Provide technical advice and recommendations to clients where appropriate. •       Maintain a professional, customer-focused approach to service delivery.   PERSONAL ATTRIBUTES : The successful candidate should demonstrate: •       Self-motivation: A proactive self-starter who works effectively without constant supervision. •       Accountability: Takes ownership of responsibilities and follows technical issues through to resolution. •       Technical versatility: Comfortable working across a broad range of systems rather than specialising in one technology. •       Problem-solving ability: Approaches technical challenges logically and independently. •       Adaptability: Willing to learn unfamiliar technologies and support different client environments. •       Customer focus: Builds professional relationships and communicates effectively with clients. •       Practical attitude: Willing to assist with everyday support tasks, regardless of seniority. •       Reliability: Consistently delivers quality work and meets commitments. •       Organisation: Effectively manages competing priorities, support requests and deadlines. •       Initiative: Identifies potential problems and takes action without waiting for instructions. •       Teamwork: Works collaboratively with colleagues and shares technical knowledge. •       Attention to detail: Maintains accurate documentation and follows technical best practices.