About the position
About the Role
We are seeking a customer-focused and technically driven Technical Support Technician (1st Line Support) to join our dynamic IT team. This role will serve as the first point of contact for end users requiring technical assistance and will be responsible for providing efficient and professional support across hardware, software, networking, and Microsoft technologies.
The successful candidate will play a key role in ensuring a positive user experience by resolving incidents and service requests within agreed service levels while maintaining high standards of customer service and technical excellence.
Key Responsibilities
Service Desk Support
- Act as the first point of contact for all IT-related incidents and service requests.
- Log, classify, prioritize, and track incidents through the IT Service Management (ITSM) platform.
- Provide telephonic, remote, email, and walk-in support to end users.
- Accurately document incidents, troubleshooting steps, resolutions, and escalations.
- Ensure users are kept informed throughout the lifecycle of their support requests.
Technical Support
- Diagnose and resolve hardware, software, network, and peripheral-related issues.
- Support Microsoft 365 applications including Teams, Outlook, OneDrive, and SharePoint.
- Perform remote troubleshooting using structured diagnostic techniques.
- Administer user accounts, password resets, and access requests.
- Escalate complex issues to 2nd and 3rd Line Support teams when required.
User Administration
- Create, update, disable, and maintain user accounts.
- Manage access permissions in line with security policies.
- Support employee onboarding and offboarding processes.
Incident & Request Management
- Resolve incidents within agreed SLA targets.
- Monitor open tickets and ensure timely follow-up and resolution.
- Maintain high levels of customer satisfaction through effective communication and service delivery.
- Identify recurring issues and contribute to continuous service improvement initiatives.
Documentation & Knowledge Management
- Maintain and update knowledge base articles and user guides.
- Document common issues, workarounds, and solutions.
- Contribute to improving support processes and service delivery standards.
Minimum Requirements
Qualifications
- Matric (Grade 12).
- Diploma or Certificate in Information Technology, Computer Science, or a related field.
- ITIL Foundation Certification advantageous.
- Microsoft Certifications advantageous.
Experience
- 1-3 years' experience in a Service Desk, Helpdesk, or Technical Support environment.
- Experience supporting Microsoft Windows and Microsoft 365 environments.
- Exposure to Microsoft Dynamics CRM, Zoom, remote support tools, and ticketing systems.
- Experience working within SLA-driven environments.
Technical Skills
- Windows Operating Systems
- Microsoft 365 Administration
- Active Directory / Entra ID
- Microsoft Teams
- Outlook
- OneDrive
- SharePoint
- Hardware and Software Troubleshooting
- Basic Networking
- Remote Support Tools
- ITSM / Ticketing Systems
Key Competencies
- Excellent customer service orientation
- Strong communication and interpersonal skills
- Problem-solving and analytical thinking
- Time management and prioritization skills
- Attention to detail
- Ability to work effectively under pressure
- Team player with a proactive attitude
Desired Skills:
- Support Microsoft 365 applications
- troubleshooting
- hardware and software
Desired Qualification Level:
