First Level Support Engineer - SEIDOR Networks

SEIDOR; Johannesburg; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A technology services firm in Johannesburg seeks a First Level Support Engineer to provide remote and occasional on-site technical support. The ideal candidate has at least 2 years of experience in customer-facing roles and is eager to learn new technologies. Responsibilities include incident resolution, maintaining service levels, and ensuring customer satisfaction. This role is suited for self-motivated individuals with strong communication skills and a problem-solving mindset.

Qualifications

• Minimum 2 years of customer-facing and/or telephonic support experience.
• Valid driver's license and own reliable vehicle.
• Reliable home uncapped Internet connection.

Responsibilities

• Provide first line technical support to customers.
• Resolve incidents logged by customers within predetermined SLA times.
• Maintain call logs and update tickets daily.

Skills

Customer service skills

Problem-solving

Strong communication skills

Technical curiosity

Education

Matric certificate

Degree in Information Technologies or Computer Sciences

ITIL Foundation

Tools

Solarwinds N-Able

ConnectWise Automate

Microsoft 365

Advanced Microsoft Office

Job description

SEIDOR Networks is looking for a First Level Support Engineer to join a growing team based in Johannesburg.

The SEIDOR Networks service desk is responsible for managing customer service levels by providing remote and occasional on-site support to meet SLA response and fix times.

As the first line of support, the candidate will be responsible for providing first line technical support in a professional manner. He / she will be responsible for resolving incidents and performing tasks logged by customers within predetermined SLA times.

The candidate will be accountable for customer satisfaction by achieving predetermined measurable performance goals on a daily, weekly, and monthly basis.

This role is ideal for a self-motivated individual with a technical curiosity, industry-relevant experience, and the ability to work in a process-driven environment.

Role Requirements :

• Matric certificate
• Minimum 2 years of industry-relevant work experience with customer-facing and/or telephonic support
• Must be able to travel to and from the Woodmead office in Johannesburg
• Valid driver's license and own reliable vehicle
• Availability to travel to customer sites for occasional callouts
• Reliable home uncapped Internet connection with minimum 4Mbps download/upload speed
• Ability to work both in the office and remotely from home
• Willingness to learn new technologies and complete certifications regularly

Essential Technical Knowledge and Experience :

• A+ / N+
• Experience in the IT industry
• Basic understanding of DHCP and DNS
• At least 2 years of experience with Microsoft Windows Desktop Operating Systems

Advantageous Certifications, Knowledge, and Experience :

• Degree in Information Technologies or Computer Sciences
• ITIL Foundation
• Experience with Solarwinds N-Able, ConnectWise Automate, ConnectWise Manage
• MCSA / MCSE, CCNA certifications
• Sophos XG Engineer / Architect
• Microsoft 365 technical experience
• Basic Microsoft Active Directory and Windows Server experience
• Microsoft Hyper-V, SQL database management
• Experience with routing equipment and software
• Advanced Microsoft Office skills
• Understanding of switching, VLANs, routing, NAT, packet flow, email flow, UTM, firewalls, wireless networks, scripting, Mimecast, cPanel

Key Responsibilities :

• Communicate with customers, vendors, and engineers for escalations
• Provide desktop/endpoint support
• Identify, report, and resolve hardware/software issues
• Maintain call logs and update tickets daily
• Work independently and in teams to deliver customer service
• Prioritize and escalate issues as needed
• Learn new technologies and service methodologies

Key Attributes :

• Strong communication skills
• Problem-solving mindset
• Research and troubleshooting skills
• Time management
• Punctuality and reliability