Onsite Support Engineer

Numata; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT support company in Cape Town seeks a Level One Engineer to provide entry-level support. Responsibilities include assisting users via phone and email, logging issues, and resolving common technical problems. The ideal candidate should have a foundational understanding of IT systems, strong communication skills, and a desire to grow in IT support. This position is suitable for those with recent qualifications or relevant internships.

Qualifications

• 1-2 years of experience in IT support or a related field.
• Capability to troubleshoot common issues like password resets.
• Ability to work under pressure and manage multiple tasks.

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.

Skills

Basic understanding of computer hardware

Familiarity with operating systems (Windows, macOS, Linux)

Knowledge of common software applications (Microsoft Office)

Strong communication skills

Problem-solving abilities

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.