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