Level 1 Support Engineer

Numata; Johannesburg; On-site; ZAR 167,400 - 279,000; Full time

Job summary

A technology services company is seeking a Level One Engineer in Johannesburg, South Africa for an entry-level IT support role. The position includes providing basic technical support to end-users, resolving common issues, and escalating more complex problems. The ideal candidate should have 1-2 years of experience in IT support, along with key technical skills such as a foundational understanding of computer hardware, basic troubleshooting, and strong communication. Certifications like CompTIA A+ and ITIL Foundation are preferred.

Qualifications

• 1-2 years of experience in IT support or a related field.
• Prior experience through internships or relevant coursework is preferred.
• Strong problem-solving abilities and customer-focused approach.

Responsibilities

• Providing first-level support to users via phone, email, or chat.
• Logging and categorizing support requests in a ticketing system.
• Assisting with user account management.

Skills

Basic understanding of computer hardware

Basic troubleshooting skills

Strong communication skills

Education

CompTIA A+

ITIL Foundation

Microsoft Certified: Fundamentals

Job description

A Level One Engineer in a Service Desk role is typically an entry-level position in IT support. This role involves providing basic technical support to end-users, resolving common issues, and escalating more complex problems to higher-level support.

Experience Level

• Entry-Level: Generally, 1-2 years of experience in IT support or a related field.
• Internship or Prior Experience: Some positions may require prior experience through internships, part-time jobs, or relevant coursework.

Required Skills and Certifications

• Technical Skills:
  • Basic understanding of computer hardware, software, and networking concepts.
  • Familiarity with operating systems (Windows, macOS, Linux).
  • Knowledge of common software applications (Microsoft Office, email clients, etc.).
  • Basic troubleshooting skills for common issues (password resets, printer issues, connectivity problems).
• Preferred Certifications:
  • CompTIA A+: A foundational certification that covers essential IT skills, including troubleshooting, networking, and security.
  • ITIL Foundation: An understanding of IT service management best practices, focusing on delivering quality IT services.
  • Microsoft Certified: Fundamentals: Certifications like Microsoft 365 Fundamentals or Azure Fundamentals can be beneficial.
• Soft Skills:
  • Strong communication skills for effectively interacting with end-users.
  • Problem-solving abilities and a customer-focused approach.
  • Ability to work under pressure and manage multiple tasks simultaneously.

Typical Responsibilities

• Providing first-level support to users via phone, email, or chat.
• Logging and categorizing support requests in a ticketing system.
• Resolving or escalating issues according to defined procedures.
• Assisting with user account management (password resets, access requests).
• Documenting solutions and maintaining knowledge bases.