1st Line Support Technician (Remote)

Datafin IT Recruitment; Johannesburg; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A leading IT recruitment agency is seeking a 1st Line Support Technician to join a remote support team. Key responsibilities include managing calls, troubleshooting network issues, and maintaining excellent customer service. Candidates should possess a solid understanding of business network technologies, server operating systems, and demonstrate strong problem-solving abilities. This position offers full-time employment in Johannesburg, South Africa.

Qualifications

• Basic Microsoft Exchange admin skills are required.
• Experience in an MSP environment is preferred.
• Knowledge of server operating systems and network architecture (DNS, DHCP, TCP/IP).

Responsibilities

• Handle first line calls and manage ticket logging.
• Troubleshoot issues with client workstations and network infrastructure.
• Ensure documentation is clear and updated in the system.

Skills

Proactive problem-solving

Customer service

Communication skills

Analytical skills

Multitasking

Tools

Microsoft Exchange

Microsoft Office 365

Microsoft Server 2012

Job description

Overview

DataFin was established in 1999. We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat business.

Environment

A UK-based IT services provider is looking for a 1st Line Support Technician to join their remote support team. The candidate should possess proactive problem-solving skills and a substantial understanding of business network technologies. Demonstrating independent troubleshooting abilities and showcasing experience in autonomously handling diverse client networks is essential. Proficiency in server operating systems and expertise in network architecture including DNS DHCP and TCP / IP is a key requirement for the role.

Responsibilities

• First line call handling ticket logging remote support and escalation of helpdesk tickets.
• Manage and monitor call queues ensuring adherence to SLAs.
• Ensure that customers are updated regularly on the status of their issues.
• Effectively assign tickets to the relevant team based on priority category & SLA.
• Troubleshoot issues with client workstations servers & network infrastructure.
• Identify reoccurring incidents.
• Work with third party vendors to troubleshoot hardware and software faults.
• Ensure all documentation is clear concise and updated in the helpdesk system.

Requirements

• Basic Microsoft Exchange admin skills.
• Working knowledge of Windows desktop operating system.
• Experience in an MSP environment.
• Knowledge of server operating system and network architecture (DNS DHCP TCP / IP).
• Microsoft Office 365 Azure Active Directory Exchange Online Teams SharePoint Online and AD Connect.
• Microsoft Server 2012 Onwards Active Directory Exchange 2013 Onwards and Hyper-V.

Attributes

• You should be able to work under pressure and multitask.
• You should possess excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
• You should have a good telephone manner good analytical and problem-solving skills ability to learn quickly and apply knowledge.
• You should enjoy working with customers and take pleasure & pride in resolving their issues.

While we would really like to respond to every application should you not be contacted for this position within 10 working days please consider your application unsuccessful.

Comments

When applying for jobs ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs please note your relocation plans in all applications for jobs and correspondence. Apply here e-mail a Word copy of your CV to and mention the reference number of the job.

Desired Experience & Qualification

1st Line Support Technician Remote

Key Information

Employment Type: Full-Time

Experience: years

Vacancy: 1