1st Line Support Engineer

Uptime Solutions; Johannesburg; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading IT support service provider in Johannesburg is seeking a Tier 1 Helpdesk Technician to provide technical support and resolve issues for end-users. The ideal candidate will have an Associate's degree and at least 1 year of helpdesk experience. Responsibilities include diagnosing problems, assisting with IT system maintenance, and managing user accounts. This role involves working with US clients, requiring availability during Eastern Time hours.

Qualifications

• 1+ years of experience in IT support or helpdesk roles.
• Basic knowledge of Windows and Mac operating systems.
• Ability to work independently and as part of a team.

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 in the helpdesk ticketing system.
• Collaborate with IT team members to escalate complex issues.
• Perform onboarding and off-boarding of users.

Skills

Problem-solving

Communication

Microsoft Office 365

Networking

Education

Associate's degree in Information Technology, Computer Science, or related field

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 escalate 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 365, 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 tickets responded to in less than 1 hour, P3 tickets responded to in less than 4 hours, and P4 tickets responded to in less than 8 hours.

Qualifications

• Associate's degree in Information Technology, Computer Science, or 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.
• Microsoft Expertise: Proficiency in Office 365.
• Networking Skills: Basic knowledge of firewalls, switches, access points, and configurations.