1st Line Support Engineer - Office Based

Growth Resourcing; Umhlanga Rocks; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Growth Resourcing in Umhlanga Rocks, SA, is seeking a motivated 1st Line Support Engineer to join our IT support team. You will be the first point of contact for internal users, resolving day-to-day IT issues and maintaining high service standards.

Responsibilities include logging and prioritising tickets, troubleshooting Windows and Microsoft 365 issues, assisting with onboarding, documenting incidents, and ensuring compliance with IT policies. A proactive, customer-focused mindset is essential.

Qualifications

• Minimum of 2 years experience within an IT Helpdesk or Service Desk environment.
• Good understanding of Microsoft Windows and Microsoft 365.
• Basic understanding of networking concepts (Wi-Fi, TCP/IP, VPNs).
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.

Responsibilities

• Provide 1st-line technical support to internal users via phone, email, and ticketing systems.
• Log, categorise, prioritise, and manage support tickets accurately.
• Troubleshoot and resolve common IT issues relating to Windows, Microsoft 365, user accounts and passwords, printers, devices, networks, and Teams.
• Escalate unresolved or complex issues to senior support teams where necessary.
• Assist with onboarding and offboarding processes, including user setup and equipment allocation.
• Maintain accurate documentation of incidents, resolutions, and IT procedures.
• Support hardware installations, software deployments, and system updates.
• Ensure all support activities are delivered in line with IT policies, security standards, and compliance requirements.
• Deliver exceptional customer service while maintaining professionalism and empathy.

Skills

Windows

Microsoft 365

Networking basics

Troubleshooting

Communication skills

Organizational skills

Multi-tasking

Customer focus

Tools

Ticketing systems/ITSM

Remote/Desktop support tools

Job description

We are looking for a motivated and customer-focused 1st Line Support Engineer to join our growing IT support team.

This role is ideal for someone who enjoys problem-solving, working with technology, and delivering excellent customer service in a fast-paced professional environment. You will act as the first point of contact for technical support queries, assisting users with day-to-day IT issues while ensuring a high standard of support and communication.

Key responsibilities

• Provide 1st-line technical support to internal users via phone, email, and ticketing systems
• Log, categorise, prioritise, and manage support tickets accurately
• Troubleshoot and resolve common IT issues relating to:
  • Windows operating systems
  • Microsoft 365 applications
  • User accounts and password resets
  • Printers and peripheral devices
  • Laptops, desktops, and mobile devices
  • Network connectivity issues
  • Microsoft Teams and collaboration tools
• Escalate unresolved or complex issues to senior support teams where necessary
• Assist with onboarding and offboarding processes, including user setup and equipment allocation
• Maintain accurate documentation of incidents, resolutions, and IT procedures
• Support hardware installations, software deployments, and system updates
• Ensure all support activities are delivered in line with IT policies, security standards, and compliance requirements
• Deliver exceptional customer service while maintaining professionalism and empathy

• Minimum of 2 years experience within an IT Helpdesk or Service Desk environment
• Good understanding of Microsoft Windows and Microsoft 365
• Basic understanding of networking concepts (Wi-Fi, TCP/IP, VPNs)
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills
• Strong organisational skills and attention to detail
• Ability to manage multiple tasks in a fast-paced environment
• Customer-focused mindset with a proactive approach

Desirable

• Experience using ticketing or ITSM systems
• Exposure to Active Directory and user account administration
• Knowledge of remote desktop support tools
• Understanding of ITIL processes
• Relevant IT certifications (CompTIA, Microsoft, ITIL, etc.)

Personal Attributes

• Passionate about technology and continuous learning
• Professional, approachable, and customer-focused
• Able to remain calm and composed in high-pressure situations
• An effective communicator with strong teamwork and collaboration skills
• Reliable, well-organised, and proactive in problem-solving
• Dedicated to delivering a high standard of technical support and customer service

Why Join Growth Resourcing?

• Competitive salary with strong growth potential
• Be part of ascaling business backed by UK 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