We are looking for a customer-focused and proactive First Line Support Technician to provide essential IT support to users. This role is ideal for someone with strong communication skills, a basic technical foundation, and a keen interest in IT. You will be the first point of contact for all technical queries, helping to ensure a seamless technology experience for employees and customers.

Job Responsibilities

1. IT Support & Troubleshooting
– Handle support requests via phone, email, and ticketing systems.
– Resolve common hardware, software, and network issues.
– Assist with password resets, software installations, and basic IT problems.
– Prioritize and log support tickets, escalating when needed.

2. Hardware & Software Assistance
– Support desktop, laptop, printer, and mobile device troubleshooting.
– Assist users on Windows, MacOS, and standard software platforms.
– Help with system updates, patches, and basic security protocols.

3. User Account & Onboarding
– Manage user accounts, email access, and basic Active Directory tasks.
– Support new user IT setup and onboarding procedures.

4. Network & Connectivity
– Assist with Wi-Fi, VPN access, and network-related issues.
– Escalate persistent or complex connectivity issues to higher support levels.

5. Documentation & Reporting
– Maintain records of IT issues and resolutions.
– Contribute to user guides and internal knowledge bases.
– Provide reports on common issues and support trends.

6. Escalation & Collaboration
– Collaborate with Second and Third Line Support when needed.
– Follow IT policies and contribute to system security and compliance efforts.
 
Required Skills & Experience

• Some experience in IT support or helpdesk (preferred).
• Basic understanding of Windows OS, Microsoft 365, and common applications.
• Good troubleshooting and communication skills.
• Ability to work well independently and in a team.
• Familiarity with IT ticketing systems and support workflows.
• Basic networking knowledge (Wi-Fi, IP, VPN, etc.).

Preferred Qualifications

• IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified).
• Familiarity with Active Directory, remote desktop tools, or IT asset tracking.
• Awareness of cybersecurity and IT best practices.

Benefits & Perks

• Competitive salary and benefits package.
• Career growth opportunities within the IT support structure.
• Training and development in a collaborative work environment.
• Pathway to Second Line Support and beyond.

Working Type: Onsite
Location: Cape Town