1st Line Support / Helpdesk Engineer

Uptime - MSP Operations, Delivered.; Cape Town; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading IT service management firm in Cape Town is seeking a First Line Support Engineer for remote support roles. This position involves delivering exceptional 1st line IT support to customers and troubleshooting various technical issues effectively. Strong analytical and communication skills are essential, along with valuable experience in IT Helpdesk or MSP environments. This full-time role provides an opportunity to work with top MSP partners from the US and UK.

Qualifications

• Experience in IT Helpdesk or remote support is highly valuable.
• Strong English language skills are essential.

Responsibilities

• Deliver 1st line IT support services to customers of MSP partners.
• Triage and escalate issues to a senior engineer.
• Provide friendly and positive support to clients.

Skills

Analytical skills

Technical support

Communication skills

Troubleshooting

MSP experience

IT Helpdesk experience

English proficiency

Tools

Windows 10

Office 365

Microsoft Office

Windows Server

Network troubleshooting

Job description

First Line Support Engineer - Remote

What is this role about

As a 1st line engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support.

MSP experience would be a bonus; however, a background in IT Helpdesk or remote support is also highly valuable. Strong English language skills are essential.

We have roles available supporting both US and UK partners.

What will I do day to day

You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners, escalating issues requiring more senior resources to a suitable engineer.

Your daily focus will include :

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies :
• Windows 10
• Office 365
• Microsoft Office
• Printers and Scanners
• Various customer applications
• Knowledge of Windows Server
• Network troubleshooting
• Identifying and escalating higher-level issues to a senior engineer
• Being personable and delivering support in a friendly and positive manner
• Excellent verbal and written communication skills

Education

Key Skills

Accounts Receivable, Fund Management, Apache Tomcat, ABAP, Bank Reconciliation, Fiber

Employment Type : Full Time

Experience : [Specify years]

Vacancy : 1