Support Engineer

• Act as the first point of contact for technical support requests
• Log, prioritise and manage incidents through the service desk
• Diagnose and resolve first-line VoIP, SIP and connectivity issues
• Troubleshoot hosted telephony platforms, SIP trunks and broadband services
• Support routers, firewalls, LAN/WAN and Wi-Fi environments
• Work towards First Contact Resolution (FCR) wherever possible
• Escalate complex issues to 2nd and 3rd Line Engineers with detailed diagnostics
• Liaise with internet service providers, carriers and third-party vendors
• Maintain accurate documentation and update knowledge base articles
• Provide clear, professional communication throughout the incident lifecycle

1st Line Support Technician – VoIP, SIP

• How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?
• Now is your chance!
• Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.
• So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!
• Send us your deets so we can meet!
• You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP

Technical Support Agent – Vuma Reach Fibre

• Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues.
• This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks.
• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented.
• Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs.
• Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime.
• Complete and update technical documentation.
• Mentor and train colleagues.

2nd Line IT Support Engineer

• Provide telephonic and/or remotely controlled technical support to Sanlam intermediaries (Advisors/Brokers), sales management and sales support staff
• Support on Sanlam Advice Tools and services
• General support on Microsoft Office and Internet programs and applications
• Assist with connectivity and email issues

Support Desk Consultant – Technical SLS

• Execute all core responsibilities professionally and to a consistently high standard
• Manage your workload effectively and meet all agreed targets and deadlines
• Communicate proactively and clearly with internal teams and external stakeholders
• Maintain accurate records and documentation in all systems
• Contribute to team improvement initiatives and best practice sharing
• Represent the organisation professionally at all times

Technical Support Analyst

• Respond to support requests received by email and telephone
• Perform initial investigation, troubleshooting and ticket triage
• Escalate incidents to senior engineers when required
• Work collaboratively with colleagues to meet customer SLAs
• Maintain accurate and professional ticket records
• Participate in customer communications via email, telephone, video calls and screen-sharing sessions
• Contribute to and utilise our internal knowledge base and operational procedures
• Participate in a rota-based support service, including weekend cover

IT Support Technician

• Provide technical support via phone, email, and other customer channels
• Troubleshoot mobile device, SIM card, network, connectivity, and account issues
• Assist customers with activation, setup, subscriptions, billing, and service questions
• Explain technical concepts in a simple, easy-to-understand manner
• Research complex issues using available resources
• Document customer interactions accurately
• Escalate advanced technical issues when required
• Deliver an outstanding customer experience with empathy and professionalism

Technical Customer Support Specialist

• Provide operational and administrative assistance to Sales teams in CPQ and CRM.
• Assist in evaluating deal economics, against business rules and operational requirements.
• Support deal approvals, reviews, and compliance assurance processes.
• Partner with global Sales teams to drive efficient deal execution and provide support across multiple regions.
• Identify opportunities to streamline and improve Deal Desk processes.
• Assist in implementing standardized methodologies and best practices to enhance efficiency and effectiveness.
• Identify opportunities for improved sales efficiency and proactively work with sales to implement new business rules.
• Maintain familiarity with all business rules and understand their context to ensure compliance and efficiency.
• Demonstrate a thorough understanding of CRM and CPQ systems to effectively navigate and utilize them in deal management processes.
• Adhere to all company policies, procedures, and business ethics codes, ensuring compliance and integrity in all dealings.

Deal Desk Support Analyst

• Provide technical support via phone, email, and remote support tools
• Diagnose and resolve IT issues, escalating where appropriate
• Monitor and troubleshoot issues across: Networks, Telecoms systems, End-user devices (desktops/laptops), Applications and ICT systems
• Support and administer Microsoft 365 environments, including user management, licensing, Exchange Online, Teams, SharePoint, and related services
• Log and manage support tickets, ensuring accurate documentation
• Prioritise and categorise incidents based on urgency and impact
• Maintain regular communication with customers regarding ticket progress and resolution
• Create and update technical documentation and knowledge base articles
• Attend customer sites to resolve issues that cannot be handled remotely
• Stay up to date with emerging technologies and industry best practices

IT Support Engineer, 2nd Line

• Manage AWS operations and lead incident response
• Build infrastructure with Terraform and CI/CD
• Improve reliability and provide day-to-day AWS operational support — owning incident, alert, and request triage, on-call response, and operational health of the client's AWS estate
• Collaborate closely with client platform and engineering teams to stabilize and improve production
• Act as first responder for the client's AWS environment — triage, diagnose, and resolve incidents and service requests within agreed SLAs
• Own alert handling across CloudWatch, GuardDuty, Security Hub, and AWS Health
• Manage the operational ticket queue (incident, request, problem, and change) and drive problem management
• Design, implement, and maintain scalable CI/CD pipelines for automated testing, deployment, and provisioning
• Manage infrastructure as code with Terraform, CloudFormation, and CDK
• Collaborate with software teams to integrate and deploy backend services and containerised applications
• Ensure compliance with relevant standards (ISO 27001, SOC 2, POPIA / GDPR) per client requirements

Senior Cloud Engineer, AWS Support

• Act as the first point of contact for helpdesk tickets and support enquiries
• Assign, manage, and monitor tickets through Freshdesk
• Monitor helpdesk performance and provide regular reporting
• Assist with purchasing IT equipment and software
• Follow up on supplier orders and delivery timelines
• Coordinate with vendors regarding hardware replacements and warranty claims
• Respond to customer enquiries professionally and efficiently
• Maintain detailed records of customer interactions, troubleshooting activities, and issue resolutions
• Create and update technical documentation and support procedures
• Escalate technical issues and coordinate with internal teams

Technical Support Administrator

• Investigate and resolve escalated technical tickets at code, configuration, and integration level
• Diagnose root causes accurately and implement fixes that fully resolve the issue
• Manage your own ticket queue ensuring ownership and clear status updates
• Use AI to accelerate investigation and root cause analysis
• Support in scoping and delivering Change Requests to production standard
• Communicate the status and resolution of issues clearly to non-technical stakeholders
• Document fixes, patterns, and workarounds to retain institutional knowledge

Technical Support Engineer

• Responsible for application and technical support to users at relevant client site/s
• Providing technical support onsite or via remote-access systems
• Successful installation and configuration of client computer hardware, software, systems, networks, printers, and scanners
• Maintaining good client relations and tracking work records

Tech Officer – Technical Support

• Responsible for application and technical support to users at relevant client site/s
• Providing technical support onsite or via remote-access systems, ensure prompt response and resolution of client support requests and service tickets
• Successfully perform the full range of defined tasks (from monitoring and maintaining to repairing / resolving hardware malfunctions, software issues, networking problems, etc. - associated with the client installed hardware and software on a continual basis)
• Successfully installing and configuring client computer hardware, software, systems, networks, printers and scanners; ensuring that the agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed
• Ensuing the application of the necessary due diligence by meeting with clients to diagnose software, networking or hardware issues prior to the application of a possible resolution
• Maintaining good client relations
• Tracking and managing work records, as well accurately compiling reports, including job reports

• Provide first-line support to users via phone, email, and remote support tools.
• Troubleshoot and resolve issues across desktop, server, network, and cloud environments.
• Log, manage, and own support requests through to resolution or escalation.
• Communicate with users in a clear, professional, and friendly manner at all times.
• Assist with procurement queries, software licensing, and general IT advice.
• Maintain documentation and knowledge base articles.
• Set up and configure new desktops, laptops, and printers.

1st Line Technical Support Engineer

• Provide advanced technical support across Windows and macOS environments.
• Act as an escalation point for unresolved 1st Line support issues.
• Troubleshoot and resolve complex technical incidents across desktop, server, network, and cloud environments.
• Support the deployment of software updates, patches, and system improvements.
• Assist with maintaining and troubleshooting networking issues, including Wi-Fi, LAN, VPN, switches, and firewalls.
• Configure and support network printers and peripheral devices.
• Administer and support backup and restore processes.
• Maintain and improve support documentation and internal knowledge base articles.
• Collaborate with wider technical teams to identify recurring issues and improve service delivery.
• Participate in IT projects, migrations, and technology initiatives.
• Provide occasional out-of-hours support when required.

2nd Line Technical Support Engineer

• Owning, troubleshooting, diagnosing, and resolving problems to successful closure
• Ensuring timely escalation of issues
• Assisting colleagues and coaching them to expedite case resolution
• Documenting solutions and producing written guidance on resolution steps
• Reporting issues and recommending process improvements
• Identifying training gaps and recommending areas for improvement
• Contributing to case reduction initiatives

Tier 2 Support Analyst – Accounts

• Deliver outstanding technical support via emails and phone calls;
• Troubleshoot complex technical issues;
• Provide technical support with networking, cloud products;
• Escalate incidents clearly, including impact, timeline, and reproduction steps;
• Ensure smooth troubleshooting for customer events, while working closely with internal teams.

Support Engineer jobs in South Africa

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1st Line Support Technician – VoIP, SIP

Technical Support Agent – Vuma Reach Fibre

2nd Line IT Support Engineer

Support Desk Consultant – Technical SLS

Technical Support Analyst

IT Support Technician

Technical Customer Support Specialist

Deal Desk Support Analyst

IT Support Engineer, 2nd Line

Senior Cloud Engineer, AWS Support

Technical Support Administrator

Technical Support Engineer

Tech Officer – Technical Support

Tech Officer – Technical Support

1st Line Technical Support Engineer

2nd Line Technical Support Engineer

Tier 2 Support Analyst – Accounts

Cloud Support Engineer, Fluent English