Overview
IT Helpdesk Engineer Jobs in Umhlanga, KwaZulu-Natal, South Africa at Growth Resourcing
Title: IT Helpdesk Engineer
Company: Growth Resourcing
Location: Umhlanga, KwaZulu-Natal, South Africa
This is a customer-focused position within a fast-paced Managed Service Provider environment. The successful candidate will be primarily responsible for delivering high-quality Level 2 technical support while also assisting the project team with onboarding and upgrade activities for both new and existing clients. A strong commitment to customer satisfaction, service excellence, and ownership of outcomes is essential.
Key Responsibilities
- Deliver Level 2 support for customer issues escalated from the Service Desk, ensuring timely and effective resolution
- Proactively monitor and manage ticket queues to meet SLA targets and maintain clear communication with customers throughout
- Support the 1st Line team as required, including handling customer calls during high-volume periods
- Assist the Project Manager with implementation tasks across software, hardware, and infrastructure services—both remotely and occasionally on-site at customer locations
- Accurately document work performed and maintain up-to-date configuration and support information
- Identify recurring issues and contribute to service improvement activities, knowledge base updates, and root-cause prevention
Key Skills / Experience Required
- Previous experience within an MSP environment is essential
- Strong background in customer-focused support roles
- Excellent interpersonal and communication skills, confident dealing with users at all levels
- Ability to troubleshoot, prioritise, and resolve incidents in line with SLAs
- Proactive approach to problem solving, with a commitment to delivering on promises
- Well-organised with the ability to manage multiple tasks simultaneously
Requirements
Technical Skills / Qualifications
- Ideally hold MS-102 (Microsoft 365 Administrator)
- Proficient in:
- Microsoft Windows Server administration
- Microsoft Windows 10/11 Desktop Operating Systems
- Active Directory user and group management
- Office 365 administration
- Network fundamentals (DNS, DHCP, VLANs beneficial)
- Experience with the following desirable but not essential:
- Microsoft Azure administration
- Autotask or similar PSA/remote access tools
- Backup and disaster recovery platforms (e.g., Veeam, Datto)
Benefits
Why Join Growth Resourcing?
- 💸 Competitive salary with strong growth potential
- 📈 Be part of a scaling business backed by UK sales leaders
- 🤝 Work in a high-performance, supportive environment
- 🚀 Real career progression opportunities—we grow people, not just teams
- 🧠 Learn fast, move fast, and make an impact from day one