Information Technology Support Technician

Lanline Technologies; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Lanline Technologies is seeking a motivated IT Support Agent (Tier 1) to assist end-users with hardware and software issues. The role involves onsite support with travel between Cape Town and Stellenbosch, primarily based in Cape Town.

Fluency in English and Xhosa is required, along with basic IT knowledge, strong problem-solving, and excellent communication. Driver's license is mandatory, and some remote support may be involved.

Qualifications

• Fluency in English and Xhosa (spoken and written) is essential.
• Strong problem-solving and troubleshooting abilities are required.
• Excellent verbal and written communication skills are essential.
• Customer service orientation with a friendly and professional demeanor.
• Ability to work well under pressure and manage multiple tasks.
• Driver's license is a must.

Responsibilities

• Set up new computers and ensure they are ready for end-users.
• Install, configure, and maintain software and hardware.
• Diagnose, troubleshoot, and resolve IT issues or escalate as needed.
• Repair or replace damaged hardware and coordinate with IT specialists.
• Monitor systems and report on status to the team.
• Provide general IT support to users on-site and remotely when applicable.
• Maintain and update technical documentation with the IT team.
• Assist in testing new hardware and software before rollout.
• Travel to other branches to troubleshoot issues as required.

Skills

English fluency

Xhosa fluency

Problem solving

Communication

Customer service

Team player

Driver's license

Job description

We are seeking a highly motivated and customer-oriented IT Support Agent to join our team. This is an entry-level position (Tier 1) within our IT support department. The ideal candidate will be fluent in English and Xhosa. The candidate will be responsible for assisting end-users with a variety of technical issues in a timely and efficient manner. The role involves providing support through various channels such as phone, email, and chat but mostly onsite support. Travel will be required between Cape Town and Stellenbosch, with the primary place of work being Cape Town.

Key Responsibilities:

• Setting up new computers: Configure and install computers for end-users, ensuring they are ready for use.
• Installing, configuring, and maintaining software and hardware: Ensure that both software and hardware components of computers are up to date and functioning correctly.
• Diagnosing, troubleshooting, and resolving issues: Provide support to resolve software and hardware issues, and escalate to IT Support Technician when necessary.
• Repairing and replacing damaged computers: Perform repairs or replacements on damaged hardware, escalating to the IT Support Technician when required.
• Monitoring and Reporting: Regularly check 3 rd Party apps monitoring stats and update the team on the system’s status.
• Supporting end-users: Offer support to end-users who encounter challenges with their devices, escalating issues to the IT Support Technician when needed.
• Maintaining technical documentation: Regularly update and maintain technical documentation, working alongside the IT Support Technician.
• Testing new hardware and software: Assist the IT Support Technician in testing new hardware and software before full-scale installation.
• Traveling to other branches: Travel to other organizational branches to troubleshoot issues as necessary.
• General IT-related support: Provide general IT support and duties as needed.

Required Skills and Qualifications:

• Fluency in English and Xhosa (spoken and written) is essential for assisting a diverse user base.
• Basic knowledge of computer systems, hardware, and software.
• Familiarity with operating systems (Windows, Mac OS) and common business applications.
• Strong problem-solving skills and a logical approach to troubleshooting.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Strong customer service orientation, with a friendly and professional demeanor.
• A team player with the ability to work independently when required.
• Must have a Driver's Licence.

Desirable Qualifications:

• A technical certification (e.g., CompTIA A+, ITIL Foundation) is a plus, but not required.
• Previous experience in a customer service or IT support role is a plus.

Working Conditions:

• Full-time position with regular working hours.
• Occasional travel to other organizational branches to troubleshoot IT issues.
• Exposure to varied technical environments and systems.
• The role involves multitasking between providing remote support and, at times, in-person troubleshooting.