First Line IT Support Engineer

Time Personnel; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A dynamic IT support role as a First Line IT Support Engineer is now available in Cape Town. The chosen candidate will deliver exceptional customer service while resolving technical issues and managing support tickets in a fast-paced environment. You will troubleshoot common issues, guide clients on product features, and collaborate with internal teams to ensure service excellence.

Qualifications

• 1 year demonstrable experience in IT support.
• Basic understanding of Windows, Office365, and hardware support.
• Experience working to SLAs and knowledge of ITIL.

Responsibilities

• Provide basic troubleshooting support for clients.
• Identify recurring issues and report trends.
• Document client interactions and ensure clear records.

Skills

Customer service

Problem-solving

Technical support

Teamwork

Adaptability

Time management

Education

Matric

Tools

Microsoft Windows

Office365

Job description

First Line IT Support Engineer required in Cape Town.

Are you a customer-focused individual with a passion for solving technical problems? Use your tech-savvy support to be the first line of support for clients – handling calls, managing tickets, and ensuring a seamless service experience.

If you’re keen to work in a collaborative environment and thrive under pressure while delivering real impact, we want to hear from you.

Requirements:

• Matric plus 1 years demonstrable experience
• Proficient in customer service and managing and supporting IT technical issues
• Basic understanding of Microsoft Windows, servers, Office365 and hardware support, ideally with a relevant qualification
• Strong customer service skills, with a focus on delivering a positive experience for every client
• Good team worker and internal collaborator
• Ability to adapt quickly to new technologies, processes, and tools
• Good time management and prioritisation skills
• Able to work collaboratively with other departments
• Experience working to SLA’s
• Exposure to ITIL frameworks and best practices
• Empathetic, Passionate, Collaborative and Results Focused

Duties and Responsibilities:

• Basic troubleshooting support for clients, helping them resolve common issues related to products or services
• Guidance on product features, usage instructions, common troubleshooting steps
• Identify recurring issues, report trends to management & improve customer experience
• Escalating issues to line manager and stakeholders to facilitate resolution
• Documenting client interactions and issues, ensuring clear and accurate records
• Coordinate with vendors and third-party providers to resolve issues
• Ensure all faults are dealt with in SLA and have full notes to support activity undertaken
• Suggest improvements for ways of working and help in developing Policies and Procedures