First Line Support Consultant

VTG; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

VTG is seeking a First Line Support Consultant to deliver timely IT assistance via phone, email, and in-person visits. You will diagnose hardware, software, Microsoft 365, and connectivity issues, document tickets, and escalate complex cases to Level Two teams as needed.

You should be service oriented, detail-focused, and willing to gain Microsoft certifications; you will support Windows and Mac users and collaborate with Level Two to resolve issues promptly.

Qualifications

• Must have 2 years of technical support experience in a similar role.
• Strong knowledge of Microsoft 365 administration.
• Able to support Mac or Windows environments.
• Excellent communication and problem solving abilities.
• Detail oriented with a customer service mindset.

Responsibilities

• Provide first line IT support via phone, email, or in person.
• Diagnose hardware, software, and network issues.
• Troubleshoot and escalate complex issues to Level Two support.
• Assist with software installation, upgrades, and patch management.
• Set up user accounts and access permissions in AD and Office 365.
• Document tickets and resolutions in the helpdesk system.

Skills

MS 365 administration

Mac/Windows support

People skills

Communication

Problem solving

Detail oriented

Customer service mindset

2 years in technical support

Education

High school diploma or equivalent

Microsoft Endpoint Administrator Associate

Microsoft Administrator Expert

Job description

As a First Line Support Consultant, you will be responsible for providing timely, professional first line IT support to customers across phone, email, and in-person channels. The role focuses on diagnosing and resolving hardware, software, Microsoft 365, account access, and network connectivity issues, while accurately documenting tickets and escalating more complex matters to level two support or the appropriate IT team. The successful candidate should be service oriented, detail focused, eager to develop Microsoft certifications and comfortable supporting users across both Windows and Mac environments.

Basic Job Responsibilities

• Provide first line support to employees via phone, email, or in-person for IT related issues
• Must be able to diagnose issues with hardware, software, and network connectivity problems
• Troubleshoot and resolve technical issues in a timely manner, escalating more complex issues to Level Two support or appropriate IT personnel as needed
• Assist with software installation, upgrades, and patch management, including Microsoft Office, antivirus software, and other business applications
• Set up user accounts, email accounts, and access permissions in Active Directory, Office 365, and other relevant systems
• Document support tickets, resolutions, and troubleshooting procedures in the helpdesk system, ensuring accurate and up to date records
• Must be willing to skill up and qualify with the required Microsoft Certifications

Qualifications

• High school diploma or equivalent
• Microsoft Endpoint Administrator Associate
• Microsoft Administrator Expert

Skills

• 2 years of technical support experience in a similar support role
• Strong knowledge of Microsoft 365 administration
• Must be able to work on Mac or Windows
• Must possess people and process skills
• Excellent communication skillsStrong problem solving abilities
• Must be a detail oriented individual
• Must possess a customer service oriented mindset