Level 1 tech support

LEVEL 1 IT SUPPORT TECHNICIAN
Position Overview

We are looking for a reliable and customer-focused Level 1 IT Support Technician to provide first-line technical assistance to users and ensure that day-to-day IT issues are resolved efficiently.

The successful candidate will be responsible for logging, troubleshooting, resolving, and escalating technical incidents while maintaining a high standard of customer service.

Key Responsibilities

• Provide first-line technical support to end users via phone, email, Teams, ticketing systems, or in person.
• Log, categorise, prioritise, and manage IT incidents and service requests.
• Troubleshoot common hardware, software, network, and user-access issues.
• Assist users with:
• Password resets and account access
• Microsoft 365 applications
• Windows operating systems
• Printers and peripheral devices
• Desktop and laptop issues
• Basic network and connectivity problems
• Email and communication applications
• Install, configure, and maintain computers, laptops, software, and peripherals.
• Perform basic user administration, including account creation, password resets, and access requests where authorised.
• Monitor assigned tickets and ensure incidents are resolved within agreed SLA timelines.
• Escalate complex or unresolved issues to Level 2/Level 3 support or relevant technical teams.
• Keep users informed about the progress of their incidents and service requests.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Assist with onboarding and offboarding of employees, including equipment and account setup.
• Follow IT policies, procedures, security standards, and escalation processes.
• Maintain an up-to-date knowledge base of common issues and solutions.
• Assist with basic IT asset tracking and inventory when required.

Minimum Requirements

• Grade 12 / Matric.
• IT-related qualification, diploma, or relevant technical certification is advantageous.
• 1–2 years of experience in a Service Desk, Help Desk, or IT Support environment.
• Basic knowledge of:
• Windows 10/11
• Microsoft 365
• Active Directory
• Basic networking and TCP/IP
• Hardware and peripherals
• Remote support tools
• IT service management / ticketing systems
• Good troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Customer-service-oriented approach.
• Ability to work independently and as part of a technical support team.
• Must have own vehicle

Advantageous Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft certifications
• ITIL Foundation
• Other relevant IT support certifications

Core Competencies

• Technical troubleshooting
• Customer service
• Communication
• Problem solving
• Attention to detail
• Time management
• Ticket and incident management
• Teamwork
• Ability to prioritise
• Willingness to learn

Key Performance Areas

• Timely resolution of first-line incidents.
• Meeting agreed SLA and response targets.
• Accurate ticket documentation.
• Effective escalation of unresolved issues.
• Positive end-user experience.
• Compliance with IT security and support procedures.

Typical Environment

The Level 1 IT Support Technician operates as the first point of contact for IT-related issues, resolving common problems at first-line level and ensuring more complex incidents are escalated appropriately.

Level 1 → Diagnose & Resolve → Document → Escalate When Required → Follow Up

Pay: R60,00 - R100,00 per hour

Expected hours: 3.0 – 8.0 per week

Work Location: Hybrid remote in Johannesburg, Gauteng