Senior 1st Line Support Engineer

Uptime Solutions Ltd; Roodepoort; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT support company in South Africa is seeking a Senior Tier 1 Helpdesk Technician to provide technical support for hardware and software issues. The role involves user management, troubleshooting IT systems, and collaborating with the IT team. The ideal candidate has 2+ years of experience, an associate's degree in IT, and proficiency in Microsoft Office 365. The position requires working hours aligned with a US client, making it a remote role with potential for flexible hours.

Qualifications

• 2+ years of experience in IT support or helpdesk roles.
• Experience working within an MSP, ideally supporting international clients.
• Knowledge of Windows and Mac operating systems.
• Ability to work independently and as part of a team.

Responsibilities

• Provide initial technical support for hardware, software, and network issues.
• Diagnose and resolve basic technical problems.
• Assist with installation, configuration, and maintenance of IT systems.
• Document and track issues, resolutions, and updates in the helpdesk ticketing system.
• Perform onboarding and off-boarding of users.

Skills

Problem-solving

Communication

Microsoft Office 365

Networking

Education

Associate's degree in Information Technology or related field

Job description

The Senior 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

• Provide initial technical support for hardware, software, and network issues.
• Diagnose and resolve basic technical problems.
• Assist with the installation, configuration, and maintenance of IT systems.
• Document and track issues, resolutions, and updates in the helpdesk ticketing system.
• Collaborate with other IT team members to elevate complex issues.
• Ensure compliance with IT policies and procedures.
• User Management: Perform onboarding and off-boarding of users, including account creation, access provisioning, and deactivation.
• Microsoft Technologies: Utilize skills in Microsoft technologies, including Office 365, to support and troubleshoot related issues.
• Networking: Apply basic knowledge of firewalls, switches, access points, and configurations to resolve network-related problems.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related field.
• 2+ years of experience in IT support or helpdesk roles.
• Have experience working within an MSP, ideally supporting international clients.
• Knowledge of Windows and Mac operating systems, networking, and common software applications.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Microsoft Expertise: Proficiency in Office 365.
• Networking Skills: Basic knowledge of firewalls, switches, access points, and configurations.