# IT Helpdesk Engineer

> Growth Resourcing · Umhlanga, South Africa · Full-time · Posted 2026-04-29

**Salary:** unknown currency 180,000–240,000

**Workplace:** on_site

**Department:** IT

## Description

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

## Apply

[Apply at Growth Resourcing](https://apply.workable.com/growth-resourcing/j/C4059598AC/apply)

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