Service Desk Engineer L1

First Technology; Durban; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading technology service provider in Durban is seeking a Service Desk Engineer L1 to manage support tickets and provide resolutions. The ideal candidate will have a Matric qualification, A+ and N+ certifications, and experience in troubleshooting common IT issues. This role requires excellent communication skills and the ability to work independently to meet service level agreements (SLAs).

Qualifications

• Matric is essential.
• A+ N+ certification required.
• Microsoft 365 Fundamentals or similar qualification.

Responsibilities

• Create new tickets and provide necessary resolutions.
• Manage escalations and ensure SLA compliance.
• Collect and document incident information.

Job description

Job title : Service Desk Engineer L1

Job Location : KwaZulu-Natal, Durban

Deadline : October 13, 2025

Role and Responsibilities

• Create new tickets on behalf of the End User or Customer; provide the necessary resolution or escalate for assistance.
• Be able to work towards given SLA’s.
• Assist colleagues whenever necessary with required information.
• Excellent leadership, time management and organizational skills.
• Familiarity with common basic 1st line troubleshooting for a number of broad technologies such as Microsoft Office (O365).
• Security (password resets) and Email related problems.
• Knowledge of Microsoft Office and other office management tools and applications.

Coordination and Communication

• Communication skills (telephonic and written).
• Ability to work unsupervised.
• Facilitating feedback on current tasks.
• Ability to escalate and provide 1st line break-fix.
• Be able to effectively communicate to all areas of business regardless of job description.
• Secure efficiency and compliance to company policies.
• Ability to manage frustrated callers by applying good reasoning and logic.

Create new tickets

• Collect a predefined set of information for each incident logged in the service desk.
• Identifying urgency, impact and general timelines of the issue.
• Provide the necessary resolution or escalate for assistance.
• Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified.
• Reporting - manual reports need to be generated for key Customers and the information checked to be valid. This is a recurring task and attention to detail is important.
• Vendor Management - act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both.

Task Management

• Ability to work independently.
• Following up on issues and outstanding information.
• Create and update records.
• Attention to detail with scheduled tasks is vital.
• Be prepared to perform overtime work and after hours support required.

Qualifications and Education Requirements

• Matric is essential.
• A+ N+.
• Microsoft 365 Fundamentals or similar.

Preferred Skills

• Should have proven excellence as Service Desk Engineer / First Point of contact or in another relevant position.
• Excellent communication, both verbal and written.
• Ability to manage Users calling in quick succession.
• Ability to compile basic reports and carry out basic administration.
• Where necessary, ability to resolve a User's problem first time. Attention to detail is essential.
• ICT jobs.