1st Line Support Engineer

Payroll Easy; Johannesburg; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A technology company is seeking a 1st Line Support Engineer to provide efficient technical support for its remote workforce. Responsibilities include troubleshooting IT issues, installation and configuration of systems, and managing remote assets. Ideal candidates will have a strong understanding of Windows systems, experience with ticketing tools like Jira, and a proactive problem-solving approach. This full-time role requires excellent communication skills and the ability to work independently.

Qualifications

• 3–5+ years of experience designing and implementing automations across business systems.
• Strong troubleshooting, debugging, and documentation skills.
• Proficiency in using APIs and webhooks.

Responsibilities

• Provide first-line technical support for hardware and software issues.
• Install, configure, and maintain computers and peripherals.
• Perform remote asset management for distributed staff.

Skills

Problem-solving

Communication

Customer service

Adaptability

Education

IT support certification (e.g., CompTIA A+, Microsoft Certified)

Tools

Jira

ServiceNow

Zoho Suite

Job description

Overview

This is a remote position.

Job Title : 1st Line Support Engineer

Department : IT

Reports To : IT Support Lead

Location : Remote

Employment Type : Full-time

Seniority Level : Associate / Mid-Level

Start Date : September

Purpose of the Role

The 1st Line Support Engineer exists to provide efficient and timely technical support to internal users, ensuring minimal IT-related downtime and maximising employee productivity. This role acts as the first point of contact for IT issues, resolving routine technical problems, escalating complex cases, and managing remote assets across a geographically distributed workforce. By taking ownership of frontline IT support, the role enables senior IT staff to focus on higher-level priorities such as security, infrastructure, and automation.

Key Responsibilities

• Respond promptly to IT support requests via phone, email, and ticketing systems (e.g., Zoho Suite, Jira, ServiceNow).
• Provide first-line technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve technical incidents, ensuring clear documentation of solutions.
• Escalate complex technical issues to senior IT staff as required.
• Install, configure, and maintain computers, peripherals, and business applications.
• Support user account management tasks such as password resets and access requests.
• Perform remote asset management for distributed staff and devices.
• Maintain accurate and complete records of support activities within the ticketing system.
• Contribute to knowledge base and process improvements within IT support.
• Participate in system roll outs and provide occasional out-of-hours support during major incidents.

Requirements

Technical Expertise

• Proficiency in Windows operating systems and Office applications.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zoho Suite).
• Knowledge of desktop support and help desk principles.
• Strong understanding of computer hardware, peripherals, and networking concepts.
• Remote Asset Management experience (required).

Soft Skills

• Excellent communication and customer service skills to build user trust and maintain satisfaction.
• Strong problem-solving ability with a proactive, solution-focused mindset.
• Ability to work independently in a remote environment with reliable internet and home office setup.
• Adaptability to manage multiple priorities in a dynamic business environment.

Qualifications (desirable but not essential)

• IT support or related certification (e.g., CompTIA A+, Microsoft Certified).
• Experience supporting users across multiple countries / time zones.

Additional requirements

Skills & Qualifications Required : Proven experience (3–5+ years) designing and implementing automations across business systems. Hands-on expertise with n8n, Microsoft Power Automate, and related workflow automation platforms. Strong knowledge of the Microsoft ecosystem (Teams, Outlook, SharePoint, Power BI, Azure). Experience integrating third-party platforms such as PARiM or similar workforce management tools. Ability to translate business requirements into technical solutions. Proficiency in using APIs, webhooks, and database integrations. Strong troubleshooting, debugging, and documentation skills. Preferred : Experience in the recruitment or staffing industry. Familiarity with RPA (e.g., UiPath, Blue Prism, Automation Anywhere). Knowledge of scripting / programming (JavaScript, Python, or similar) for custom automation logic. Understanding of data governance, compliance, and security best practices.

Soft Skills : Excellent communication and stakeholder management skills. Ability to work independently while collaborating across multiple teams. Detail-oriented, proactive, and solution-driven mindset. Strong organizational skills and ability to manage multiple projects simultaneously.