Technical Support Analyst - Level 1

Placements24; Centurion; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote work arrangement

Competitive starting salary

Medical aid

Online training resources

Career growth opportunities

Supportive IT department

Job summary

Placements24 is seeking a remote-first Technical Support Analyst - Level 1 to join its growing IT team. The role is based remotely but supports Centurion, Gauteng, ZA, and focuses on initial troubleshooting across hardware, software, and network issues to maintain high user productivity.

Join a fast-paced, service-oriented environment where you will document requests, assist with account management, and escalate complex problems to senior teams.

Qualifications

• Prior IT helpdesk or support experience preferred.
• Strong knowledge of Windows and macOS.
• Basic TCP/IP DNS DHCP networking knowledge.
• Excellent problem-solving and communication skills.
• Familiarity with ticketing systems like ServiceNow or Jira.

Responsibilities

• Respond to and resolve user-reported issues via phone, email, and tickets.
• Provide first-level troubleshooting for hardware, software, and networks.
• Install and configure workstations, printers, and peripherals.
• Assist users with account management, password resets, and access issues.
• Escalate unresolved issues to senior teams with clear documentation.
• Document all requests and interactions in the helpdesk system.
• Contribute to IT knowledge base articles and guides.
• Follow IT support procedures and best practices.
• Perform basic network troubleshooting.

Skills

IT helpdesk experience

Windows/macOS

Networking basics (TCP/IP, DNS, DHCP)

Problem-solving

Communication

Ticketing systems (ServiceNow, Jira)

Certifications (CompTIA A+)

Tools

ServiceNow

Jira Service Desk

Job description

About the Role

Our client is seeking an enthusiastic and detail-oriented Technical Support Analyst - Level 1 to join their growing technical support team. This position, based remotely but supporting operations in **Centurion, Gauteng, ZA**, is ideal for individuals with a foundational understanding of IT systems and a strong desire to help others. You will be the first point of contact for users experiencing technical difficulties, providing initial troubleshooting and support across a range of hardware, software, and network issues. This role is crucial for ensuring the smooth operation of our client's IT infrastructure and maintaining high levels of user productivity. You will gain invaluable experience in a fast-paced, tech-driven environment.

Key Responsibilities

• Respond to and resolve user-reported technical issues via phone, email, and ticketing system.
• Provide first-level troubleshooting for hardware, software, and network problems.
• Install, configure, and maintain workstations, printers, and other peripherals.
• Assist users with account management, password resets, and access issues.
• Escalate unresolved issues to appropriate senior technical teams with detailed documentation.
• Document all support requests, solutions, and user interactions in the helpdesk system.
• Contribute to the creation and maintenance of IT knowledge base articles and user guides.
• Follow established IT support procedures and best practices.
• Perform basic network troubleshooting.

Requirements

• Previous experience in an IT helpdesk or technical support role is highly desirable.
• Strong understanding of common operating systems (Windows, macOS).
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and critical thinking skills.
• Good communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users.
• Ability to manage time effectively and prioritize tasks.
• A strong commitment to providing excellent customer service.
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk) is a plus.
• Relevant certifications such as CompTIA A+ are advantageous.

Benefits

• Fully remote work arrangement, offering flexibility and convenience.
• Competitive starting salary with opportunities for review.
• Comprehensive benefits package, including medical aid.
• Access to online training resources for continuous learning.
• Opportunity to grow within a supportive IT department.
• Be part of a company that values employee well-being and professional development, with a focus on **Centurion, Gauteng, ZA** operations.