1St Line Support Engineer

Uptime Solutions Ltd; Gauteng; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT solutions provider in South Africa is seeking a Tier 1 Helpdesk Technician to provide technical support for end-users and ensure the smooth operation of IT systems. The ideal candidate will have at least a year of experience in helpdesk roles, possess a degree in IT, and be proficient in Microsoft Office. This position involves resolving hardware and software issues while working US hours (3pm or 4pm SAST start).

Qualifications

• 1+ years of experience in IT support or helpdesk roles.
• Basic knowledge of Windows and Mac operating systems.
• Understanding of basic networking concepts.

Responsibilities

• Provide initial technical support for hardware, software, and network issues.
• Document and track issues in the helpdesk ticketing system.
• Perform onboarding and off-boarding of users.

Skills

Technical support

Problem-solving

Communication skills

User management

Education

Associate's degree in Information Technology

Tools

Microsoft Office

Helpdesk ticketing system

Job description

Overview

The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users, resolving basic issues, and ensuring the smooth operation of IT systems. This role involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as onboarding and off-boarding users. This role will be supporting a US Client, the hours will be 9am - 6pm (Eastern Time) so either a 3pm / 4pm start SAST.

Responsibilities

• Provide initial technical support for hardware, software, and network issues.
• Diagnose and resolve basic technical problems.
• Assist with the installation, configuration, and maintenance of IT systems.
• Document and track issues, resolutions, and updates in the helpdesk ticketing system.
• Collaborate with other IT team members to elevate complex issues.
• Ensure compliance with IT policies and procedures.
• User Management: Perform onboarding and off-boarding of users, including account creation, access provisioning, and deactivation.
• Microsoft Technologies: Utilize skills in Microsoft technologies, including Office, to support and troubleshoot related issues.
• Networking: Apply basic knowledge of firewalls, switches, access points, and configurations to resolve network‑related problems.
• SLA Performance: P1 tickets responded to in less than 30 minutes, P2 in less than 1 hour, P3 in less than 4 hours, and P4 in less than 8 hours.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field.
• 1+ years of experience in IT support or helpdesk roles.
• Basic knowledge of Windows and Mac operating systems, networking, and common software applications.
• Excellent problem‑solving and communication skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office.
• Basic knowledge of networking, including firewalls, switches, and access points.