First Line Technical Support

Phoenix Medical Supplies; Noordwes; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A medical supplies company in South Africa is seeking an IT Service Delivery professional. The role requires experience in managing incidents and customer support in a technical environment. The ideal candidate should have strong troubleshooting skills and practical expertise in Microsoft systems and services. The position offers competitive benefits including annual leave, health plans, and training opportunities.

Benefits

Annual leave plus bank holidays

Health cash plan

Financial wellbeing app

High street discounts

Employee Assistance Programme

Contributory Pension Scheme

Funded training programmes

Qualifications

• Experience in an IT field role and customer-facing environment.
• Exposure to ITIL processes is desirable.
• Practical skills in Microsoft operating systems and networking.

Responsibilities

• Handle incident management and access requests according to ITIL processes.
• Develop workarounds for unresolved incidents.
• Contribute to continuous service improvement initiatives.

Skills

Exceptional Customer Service

Excellent interpersonal communication

Troubleshooting and problem solving

Microsoft Windows Server experience

Active Directory administration

TCP/IP troubleshooting

Tools

Microsoft RDS administration

CSD Planet

Press VIs ProScript

Avaya telephone system administration

Job description

Overview

Job Type: Permanent
Job Sector: Unspecified
Region: North West
Location: Runcorn
Salary Description: Competitive
Posted: 22/10/2025
Recruiter: Phoenix Medical Supplies
Job Ref: kal-PHOENIXMedicalSuppliesLimited-45625-63737-en
Job Views: 1

What We’re Looking For

• Experience of working on an IT field role along with exposure of ITIL processes is desirable.
• Experience of working in a customer facing environment on telephone and face to face.
• Experience within IT service delivery.
• Exceptional Customer Service
• Excellent interpersonal, communication and customer service skills.
• Excellent troubleshooting and problem solving skills.
• Practical experience of some or all of (Mandatory): Microsoft Windows Server and desktop operating systems. Active Directory administration. MS Exchange administration. Microsoft RDS administration. Hardware, peripherals, mobile devices. TCP/IP, LAN and WAN troubleshooting.
• Practical skills these specialist applications (Desirable): CSD Planet, Press VIs ProScript Connect Buetema MDEMulte POS Avaya telephone system administration including Contact Centre.

Key Responsibilities

• In accordance with the defined ITIL processes provide incident management, request fulfilment, and access management services as a first point of contact. Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary.
• Develop solutions and workarounds for incidents and problems where none exists.
• Work cross-functionally within the IT Department to ensure the successful transition of new services into production. This may include installing, configuring and updating devices and applications. Ensure the CMDB is updated in a timely manner to reflect details of such changes.
• Contribute to the process of Continuous Service Improvement by making suggestions of improvements to polices, processes and procedures.
• Assist in meeting team and service performance KPIs in agreement set within the IT Service Operation Function.
• Ensure that relevant IT and Data Security standards & policies are met at all times.
• Monitoring of key group business systems for performance and availability through event and system monitoring resulting in reactive and proactive management of infrastructure and applications.
• Support the Platform Specialists to perform client and server patching as and when required.
• Create and maintain knowledgebase articles and documentation.

Benefits

• 22 days (pro rata) annual leave plus bank holidays, increasing with length of service
• Medicash – a health cash plan to support everyday healthcare costs (e.g. eyecare, prescriptions)
• iTrent Financial Wellbeing – an app to help manage and access your pay flexibly
• High street discounts and offers
• Employee Assistance Programme (EAP)
• Contributory Pension Scheme
• Fully funded accredited training programmes through the Apprenticeship Scheme
• INDPMS