About the position
Our client, an ISP specialising in internet, voice, and hosting solutions, is offering a 12-month Learnership opportunity for an IT Support Technician (Level 1), based in Umhlanga, Durban.
- Location: Hybrid (2 weeks office / 2 weeks remote)
- Contract Type: 3-month probation, followed by a 12-month learnership contract
- Starting Salary: Approximately R5,241 (negotiable depending on experience)
- Opportunity: Permanent placement subject to performance
Role Overview
We are seeking a motivated and customer-focused IT Support Technician (Level 1) to join our support team on a learnership basis. The successful candidate will gain hands-on experience in IT support, networking fundamentals, router configuration, VOIP systems, and customer service within a fast-paced technical support environment.
The role involves direct interaction with clients and suppliers across multiple communication channels, including telephone, email, WhatsApp, and a ticketing system.
Key Responsibilities
- Answering inbound support calls and responding to customer emails
- Logging, managing, and updating tickets in the support system
- Providing first-line remote technical support and troubleshooting connectivity issues
- Monitoring network connectivity proactively and identifying service disruptions
- Assisting with router setup, configuration, and basic VOIP setup
- Ensuring timely resolution and communication of all logged issues
- Working collaboratively within a technical support team
- Meeting defined response and resolution deadlines
- Participating in rotational shifts, including weekends and after-hours support
Minimum Requirements
- Matric (Grade 12)
- Currently studying towards an IT qualification OR holding A+ and/or N+ certification
- Basic IT knowledge and understanding of computer systems and connectivity
- Strong interest in building a long-term career in IT support or networking
Experience
- Prior IT support or networking experience is not strictly required, but will be an advantage
- Candidates with strong aptitude and willingness to learn are encouraged to apply
Training Provided
- Full internal training will be provided on:
- Router configuration
- VOIP systems
- Support processes and escalation procedures
- Ticketing system (SupportPal) and CRM usage
- Prior exposure to these tools will be beneficial but is not required
Systems Used
- SupportPal (ticketing system)
- Internal CRM system
Shift Structure
- Rotational shift system (including weekends and after-hours support)
- Example roster provided separately
Employment Structure
- 3-month probation period linked to performance metrics (e.g. ticket handling, response times, customer service quality)
- Followed by a 12-month learnership contract
- Potential for permanent employment based on performance and business needs
Key Competencies & Soft Skills
- Strong customer service orientation
- Ability to work under pressure and meet deadlines
- Clear and professional communication (verbal and written)
- Reliability and accountability
- Team collaboration
- Willingness to learn and develop technical skills
Work Environment
- Client and supplier-facing role across multiple channels
- Fast-paced support environment requiring responsiveness and accuracy
- Hybrid working model (office + remote rotation)
Employment Equity Requirement
- This is a B-BBEE aligned position.
Desired Skills:
