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1st Line IT Support Technician
Job summary
A leading IT support provider in Stellenbosch is seeking a 1st Line IT Support Technician. This role involves serving as the first point of contact for IT issues, providing technical support, and ensuring customer satisfaction. The ideal candidate will have strong troubleshooting skills and experience with helpdesk systems. The monthly salary is R11,000, with opportunities for personal development in a team-oriented environment.
Qualifications
- Strong knowledge of IT support principles and basic networking.
- Experience with helpdesk/ticketing systems is required.
- Excellent customer service and interpersonal skills.
Responsibilities
- Serve as the first point of contact for IT incidents.
- Log and categorize service requests accurately.
- Provide first-level technical support and troubleshooting.
Skills
The 1st Line Support Technician is responsible for being the first point of contact for all IT-related incidents and service requests. The role ensures efficient logging, categorization, and resolution or escalation of issues, while maintaining a high standard of customer service and communication.
Salary: R11 000 per month.
Key Responsibilities:
- Serve as the first point of contact for clients via phone, email, and ticketing systems.
- Accurately log and categorize all incoming incidents and service requests using Aluxium.
- Provide first-level technical support, troubleshooting, and resolution for common IT issues.
- Escalate unresolved issues to the appropriate 2nd/3rd line support teams.
- Assign and reassign tickets to appropriate technicians based on availability and issue type.
- Keep clients informed of ticket progress and resolution timelines.
- Monitor system alerts via PRTG, Zabbix, and RT; report relevant alarms to technical teams.
- Verify resolution of incidents with clients and close tickets accordingly.
- Perform courtesy follow-up calls to evaluate client satisfaction post-resolution.
- Schedule onsite support or installations where remote assistance is not viable.
- Communicate planned maintenance and service disruptions to clients/partners.
- Maintain documentation and compile reports on service metrics and incident trends.
- Support internal communication with the relevant teams and departments and escalate potential risks proactively.
- Assist in general administrative tasks as required by the Global Service Desk Manager.
Required Skills & Qualifications:
- Strong knowledge of IT support principles and basic networking.
- Experience with helpdesk/ticketing systems (e.g., Aluxium or similar).
- Excellent interpersonal and customer service skills.
- Ability to troubleshoot and resolve technical issues at first contact.
- Good organizational, time management, and administrative skills.
- Dependable with a proactive approach to work.
- Ability to work well in a team-oriented environment.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.