L1 On-Site Support Engineer - SEIDOR Networks

Seidor; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An emerging Managed Services Provider in Johannesburg seeks a motivated First Level Support Engineer to join their team. The role includes providing essential IT support, troubleshooting issues for customers, and ensuring service requests are handled efficiently. The ideal candidate will have a strong background in IT support with relevant certifications like CompTIA A+ and excellent customer service skills. Join a vibrant team dedicated to professional growth and problem-solving in a fast-paced environment.

Benefits

Opportunity for professional growth

Dynamic work environment

Qualifications

• 2–3 years of IT support experience, ideally in an MSP.
• Familiarity with networking concepts and troubleshooting.
• Clear communicator able to assist non-technical users.

Responsibilities

• Provide timely and effective technical support as the first point of contact.
• Install and configure computer systems, administering user accounts.
• Troubleshoot and resolve software, hardware, and networking issues.

Skills

Customer service skills

Problem solving

Technical communication

Education

CompTIA A+

CompTIA Network+

Microsoft MS-900

Tools

Microsoft 365

Active Directory

Remote desktop support tools

Job description

Founded in 1996, SEIDOR Networks is a Managed Services Provider (MSP) offering Cloud, Cybersecurity and Networking services.

SEIDOR Networks is a rapidly growing business servicing Cloud and Managed Services customers across the globe.

We employ ambitious, motivated people who have a desire to grow personally and professionally, in a short period of time. We have an excellent track record of employee retention, achieved through continually challenging ambitious, motivated and talented people who are willing to skill-up and grow within the business.

Our employees are our biggest asset, and we’re looking for natural problem solvers who can think out of the box and push the boundaries.

Position Description:

SEIDOR Networks is looking for motivated and customer focused First Level Support Engineer to join our dynamic Managed Services team. He/she will be based at a customer site in Sandton, Johannesburg.

As the first point of contact for the customer, he/she will play a critical role in providing timely and effective technical support, ensuring incidents and service requests are logged, investigated and resolved or escalated according to SLAs.

Role Requirements

• 2–3 years of IT support experience, ideally in an MSP or fast-paced helpdesk.

Certification Requirements

• CompTIA A+
• CompTIA Network+ (N+)

Microsoft MS-900 (M365 Fundamentals)

• Advantageous Certifications
• Azure Fundamentals (AZ-900)
• Mimecast Fundamentals Certification

Familiarity with

• Microsoft 365 admin portals
• Active Directory and Group Policy basics
• Remote desktop support tools
• Basic networking concepts
• Network devices (routers, switches)
• DHCP, DNS, and TCP/IP
• Windows Desktop OS
• Basic troubleshooting of network connectivity, Windows and Linux systems, email flow and MTA communication
• Mail security tools like Mimecast and Sophos Central (basic exposure)

Key Responsibilities

• Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams
• Installing and configuring computer systems.
• Creating and administering user accounts.
• Responding to users' IT support requests within agreed SLA’s/turnaround times.
• Meeting with users to diagnose software, networking, or hardware issues.
• Take ownership of reported user issues and see the problem through to resolution.
• Providing technical support on-site.
• Offering solutions that meet the needs of the user/business.
• Repairing hardware malfunctions and software issues.
• Maintaining good user relations.
• Tracking and managing work records.
• Controlling IT stock and ensuring that an asset register is maintained.

Key Attributes

• We are looking for people with key attributes listed below.
• Clear and Confident Communicator
• Ability to explain technical concepts to non-technical users
• Speaks and writes professionally and confidently
• Actively listens to users to accurately diagnose issues
• Empathetic and Customer-Centric
• Puts the customer experience first and demonstrates patience and courtesy
• Handles frustrated or non-technical users with tact and professionalism
• Fast Learner with a Growth Mindset
• Willing to learn on the job and take ownership of skill development
• Shows interest in new technologies, tools, and certifications
• Analytical Thinker and Problem Solver
• Thinks logically and methodically under pressure
• Diagnoses root causes of issues, not just symptoms
• Detail-Oriented and Process-Focused
• Logs tickets accurately and follows support procedures
• Pays attention to documentation and SLA requirements
• Reliable and Time-Conscious
• Manages time well in a fast-paced, ticket-driven environment
• Meets deadlines and prioritizes tasks effectively under pressure
• Team Player
• Works collaboratively with peers and escalates when needed
• Shares knowledge and contributes to team success
• Adaptable and Resilient

• Handles change in technology, workload, and processes without stress
• Bounces back from mistakes and learns from them
• Integrity & Professionalism
• Demonstrates honesty, transparency, and ethical behaviours
• Represents SEIDOR Networks’ values and culture internally and externally
• Builds trust with peers and leadership
• Maintains a calm and composed demeanour in all situations