General Teaching Assistant, Cape Town

SLA Account Manager (IT) (JB5808) Cape Town– R22 000 to R28 000 a month (Negotiable depending on experience) – Permanent

An established and growing IT services provider is looking for a technically capable and service‑driven SLA Account Manager to join its Cape Town‑based team. This role is responsible for owning client relationships within SLA agreements, managing support tickets end to end, and delivering consistent, high‑quality IT support across multiple environments. The position combines hands‑on Tier 2 technical support with client‑facing responsibility, vendor coordination, and contribution to ongoing service improvements within an ITIL‑aligned framework.

Minimum Requirements

Based in Cape Town or surrounding areas

Valid driver’s licence and ability to attend occasional on‑site client visits

Strong working knowledge of dy't Microsoft 365 administration

Solid Windows 10 / 11 desktop and laptop support experience

Experience supporting SME IT environments

Good understanding of basic networking concepts (IP addressing, DHCP, DNS, Wi‑Fi, VPN)

Strong customer service orientation with clear written and verbal communication skills in English

Professional, well‑presented, and confident in client‑facing engagements

Detail‑oriented, organised, and able to perform under pressure

Ability to work independently while contributing effectively within a team

Duties and Responsibilities

Act as the primary technical point of contact for assigned SLA clients

Take full ownership of incidents, service requests, and problems for allocated accounts

Ensure all tickets are managed in line with contractual SLAs and internal KPIs

Proactively communicate with clients regarding progress, delays, and resolutions

Provide remote and occasional on‑site Tier 2 technical support, including:

Windows desktops and laptops

Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics)

Azure AD / Entra ID user and group management, MFA, and password resets

Endpoint security tools including antivirus, EDR, BitLocker, and MFA enforcement

Printers, scanners, and peripheral devices

Basic networking support and VPN access

Triage, investigate, and resolve support tickets independently where possible

Escalate advanced server or infrastructure issues to internal specialist teams

Delegate appropriate tasks to junior helpdesk staff and review their work

Build and maintain trusted relationships with client stakeholders

Manage vendors and third‑party suppliers in support of SLA clients

Identify recurring issues and recommend preventative actions or service improvements

Provide technical input to support renewals, upgrades, and account changes

Maintain accurate client documentation, including network diagrams and configurations

Contribute to internal knowledge bases and follow ITIL‑aligned service processes

tuge>Please do not apply using scanned CVs; no supporting documentation is required at this point, and it will be requested later.

Equal Opportunity All backgrounds are welcomed, with no bias. All are considered based on requirements.

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