L1 Helpdesk Engineer

Job Description

Job Description : Tier 1 Helpdesk Technician - Remote (South Africa)

Position Overview :

The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users, resolving basic issues, and ensuring the smooth operation of IT systems. This role involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as onboarding and off-boarding users.

This role will be supporting a US Client, the hours will be 9am - 6pm (Eastern Time) so either a 3pm / 4pm start SAST.

Key Responsibilities :

1. Provide initial technical support for hardware, software, and network issues.
2. Diagnose and resolve basic technical problems.
3. Assist with the installation, configuration, and maintenance of IT systems.
4. Document and track issues, resolutions, and updates in the helpdesk ticketing system.
5. Collaborate with other IT team members to escalate complex issues.
6. Ensure compliance with IT policies and procedures.
7. User Management: Perform onboarding and off-boarding of users, including account creation, access provisioning, and deactivation.
8. Microsoft Technologies: Utilize skills in Microsoft technologies, including Office 365, to support and troubleshoot related issues.
9. Networking: Apply basic knowledge of firewalls, switches, access points, and configurations to resolve network-related problems.
10. SLA Performance: P1 tickets responded to in less than 30 minutes, P2 tickets responded to in less than 1 hour, P3 tickets responded to in less than 4 hours, and P4 tickets responded to in less than 8 hours.

Qualifications :

1. Associate's degree in Information Technology, Computer Science, or related field.
2. 1+ years of experience in IT support or helpdesk roles.
3. Basic knowledge of Windows and Mac operating systems, networking, and common software applications.
4. Excellent problem-solving and communication skills.
5. Ability to work independently and as part of a team.
6. Microsoft Expertise: Proficiency in Office 365.
7. Networking Skills: Basic knowledge of firewalls, switches, access points, and configurations.