Technical Support Engineer - Level 1

Placements24; Durban; Hybrid; ZAR 134,000 - 201,000; Full time

Benefits offered by this job

Salary reviews

Medical aid

Retirement plan

Training & certifications

Hybrid work model

Career progression

Paid time off

Employee assistance program

Job summary

Placements24 is seeking a Technical Support Engineer - Level 1 in Durban, KwaZulu-Natal. This entry-level role is ideal for individuals passionate about technology and eager to start their IT support career. You will be the first point of contact for customers, providing timely resolutions while developing strong customer service skills.

The role offers a hybrid work model, hands-on experience with a range of technologies, and opportunities for certifications and professional growth.

Qualifications

• Basic knowledge of computer hardware, software, operating systems (Windows preferred).
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to customer support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and troubleshoot basic technical issues related to hardware, software, and network connectivity.
• Guide customers through step-by-step solutions to resolve their problems.
• Escalate complex issues to higher-level support engineers with clear documentation.
• Maintain accurate records of customer interactions and resolutions in the helpdesk system.
• Contribute to updating the internal knowledge base with common solutions.

Skills

Basic hardware understanding

Windows OS

Networking basics

Customer service

Troubleshooting

Job description

About the Role

Our client, a global leader in digital infrastructure solutions, is seeking a diligent and tech-savvy Technical Support Engineer - Level 1 for their operations in Durban, KwaZulu-Natal . This entry-level position is perfect for individuals passionate about technology and eager to kickstart their career in IT support. You will be the first point of contact for customers experiencing technical difficulties with our client's products and services, providing timely and effective resolutions. This role requires a blend of technical knowledge, problem-solving aptitude, and excellent customer service skills. You will work within a supportive team environment, contributing to the overall satisfaction and success of our client's user base. We are committed to fostering talent and providing ample opportunities for learning and professional growth. This position offers a chance to gain hands-on experience with a wide range of technologies in a stimulating and fast-paced setting. The ideal candidate is a quick learner with a positive attitude and a strong desire to help others.

Key Responsibilities

• Respond to customer support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and troubleshoot basic technical issues related to hardware, software, and network connectivity.
• Guide customers through step-by-step solutions to resolve their problems.
• Escalate complex or unresolved issues to higher-level support engineers, providing clear documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in the helpdesk system.
• Assist in building and updating the internal knowledge base with common solutions and troubleshooting steps.
• Identify trends in customer issues and report them to the relevant teams for product improvement.
• Provide a positive and professional customer experience at all times.
• Follow established support procedures and protocols.
• Participate in team meetings and training sessions to enhance technical skills and product knowledge.

Requirements

• Basic understanding of computer hardware, software, operating systems (Windows preferred), and basic networking concepts.
• Previous experience in a customer service or technical support role is an advantage.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional under pressure.
• Customer-focused mindset with a passion for providing excellent service.
• Familiarity with helpdesk ticketing systems is a plus.
• Willingness to learn and adapt to new technologies.
• Ability to work effectively in a hybrid environment, balancing remote and in-office work.
• Must reside in or be willing to relocate to Durban, KwaZulu-Natal , and be legally authorized to work in South Africa .

Benefits

• Our client offers an attractive starting salary with opportunities for salary reviews based on performance and skill development.
• Employees receive access to a comprehensive medical aid plan, including coverage for dependants, and a retirement annuity fund.
• This role provides extensive training on our client's product suite and industry-standard support tools, along with opportunities for certifications.
• We foster a supportive and collaborative team environment, with clear pathways for career progression to higher technical support levels or specialized roles.
• The hybrid work model offers flexibility, combining office-based collaboration with the convenience of remote work.
• Located in a prime area of Durban , the office provides modern and comfortable workspace.
• We also offer paid time off for personal development and volunteering.
• Employee assistance programs are available for confidential support.

Join a company that values its employees and invests in their future success.