Level 1 Support Engineer

Numata Business It; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An established industry player is seeking a Level One Engineer for their Service Desk. This entry-level role is perfect for individuals looking to kickstart their IT career by providing essential technical support to end-users. You will handle common issues, assist with user account management, and ensure customer satisfaction through effective communication and problem-solving. This position offers a fantastic opportunity to gain hands-on experience in IT support, working with various operating systems and software applications. Join a dynamic team and build your skills in a supportive environment focused on delivering quality IT services.

Qualifications

• Entry-level position requiring 1-2 years of IT support experience.
• Familiarity with Windows, macOS, and Linux operating systems.

Responsibilities

• Providing first-level support via phone, email, or chat.
• Logging and categorizing support requests in a ticketing system.

Skills

Basic understanding of computer hardware

Familiarity with operating systems

Knowledge of common software applications

Basic troubleshooting skills

Strong communication skills

Problem-solving abilities

Education

Relevant coursework in IT support

CompTIA A+ certification

ITIL Foundation certification

Microsoft Certified: Fundamentals

Tools

Ticketing system

Microsoft Office

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.