L1 First Line Support Engineer

Rayton Group; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Rayton Group in Johannesburg is seeking an IT Service Desk professional to provide first-line support, manage tickets, and ensure SLA adherence. You will deliver telephonic and email technical support and coordinate with internal teams and third-party vendors to resolve issues.

The role requires 1–2 years in an IT service desk, knowledge of Microsoft 365 administration and Active Directory, plus basic networking skills. A proactive team player approach and willingness to learn are essential.

Qualifications

• 1–2 years of experience in IT Service Desk, Help Desk, or First Line Support.
• Proven ability to diagnose and resolve technical issues with customers.
• Knowledge of Microsoft 365 administration and directory services.

Responsibilities

• Ensure client SLA conditions are adhered to.
• Escalate support tickets timeously to meet SLA requirements.
• Document and manage workflow of service requests logged.
• Provide telephonic and email technical support.
• Identify trends and recurring issues and escalate appropriately.
• Diagnose and resolve technical issues with a focus on customer satisfaction.
• Log tickets with detailed information and maintain accuracy.
• Provide first-line Active Directory and Microsoft 365 administration.
• Support in-house and third-party applications.
• Troubleshoot VoIP, Wi-Fi, and networking issues.
• Coordinate service desk interactions with vendors and developers.
• Demonstrate organizational skills and work independently.
• Provide hands-on hardware and software support; occasional after-hours remote work.

Skills

Customer service

Troubleshooting

Communication

Organizational skills

Education

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

Microsoft 365 Fundamentals (MS-900)

Microsoft 365 Administrator (MS-102)

Microsoft Azure Fundamentals (AZ-900)

Tools

Active Directory

Azure Active Directory (Entra ID)

VoIP

Networking basics (TCP/IP, DNS, DHCP)

Job description

Responsibilities

Your key performance areas will include, but are not be limited to:

1. Ensure that all client-allocated SLA conditions are adhered to.
2. Ensure support tickets are escalated timeously and meet SLA requirements.
3. Document, communicate, and manage the workflow of all service and support requests logged.
4. Provide professional telephonic and email technical support.
5. Identify trends and recurring issues and escalate them appropriately.
6. Diagnose and resolve technical issues in a timely manner, ensuring customer satisfaction.
7. Maintain exceptional attention to detail when logging support requests.
8. Perform first-line Active Directory and Microsoft 365 administration.
9. Provide in-house and third-party application support.
10. Troubleshoot and resolve VoIP, Wi-Fi, and networking issues.
11. Manage service desk interactions with internal teams, third-party suppliers, vendors, and developer teams.
12. Demonstrate strong organizational skills and the ability to work independently.
13. Provide hands‑on hardware and software support and troubleshooting.
14. Be available to provide occasional after‑hours remote support when required.

Minimum Requirements

• 1–2 years of experience in an IT Service Desk, Help Desk, or First Line Support role.

Relevant Microsoft Certifications

• Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102)
• Microsoft 365 Fundamentals (MS-900) and/or Microsoft 365 Administrator (MS-102)
• Microsoft Azure Fundamentals (AZ‑900)

Solid Understanding Of

• Microsoft 365 administration
• Active Directory and Azure Active Directory (Entra ID)
• Windows desktop operating systems
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi)
• VoIP technologies
• Excellent troubleshooting, communication, and customer service skills.
• Strong attention to detail and the ability to prioritize tasks in a fast‑paced environment.
• A team player with a proactive approach to problem‑solving and continuous learning.