Line 1 Systems Engineer - On-site - CPT

About the position

ENVIRONMENT:

A dynamic provider of innovative Software & Systems is seeking Line 1 Systems Technician.  The purpose of the  job is to supply first line support to customers in the Service Desk Department service. The System Technician is the first point of contact for customers and supplies solutions for customers calling from various fuel stations around the country that utilize certain card machines. Moreover, the Systems Technician handles transferring calls to various teams in the service Desk, where the required revolver is internal. The Line 1 Technician handles taking inbound calls and email correspondence with customers and vendors . The Line 1 Systems Technicians receive inquiries and responds, he/she supplies workable solutions through minimal diagnostics, assigning support actions to internal and external partners where needed.

DUTIES:

 Logging & Managing Line 1 Tickets (20%)

• Managed incoming support requests efficiently through multiple channels, including phone and email.
• Provided customers with regular progress updates and communicated SLA completion.
• Logged and prioritised help desk tickets according to urgency and user impact.
• Verified that customer requests were not duplicated before creating new tickets.
• Accurately documented resolution details in ticket journals.
• Categorised tickets according to severity and ensured resolution within agreed SLAs.
• Captured and maintained required ticket information throughout the support lifecycle in accordance with internal quality standards and logging protocols.
• Maintained and regularly updated the pending ticket list.

Speed Point & Customer Support (40%)

• Retained ownership of inbound customer queries and managed requests through to resolution.
• Diagnosed and resolved technical issues promptly and accurately.
• Provided clear and concise technical guidance to end users.
• Identified appropriate second-level resolvers and assigned tasks via email and telephone.
• Utilised the internal knowledge base to improve efficiency and customer service delivery.
• Received and handled inbound technical support calls.
• Collaborated with technical resolvers through outbound calls to resolve client queries.
• Verified whether incoming requests were repeat or existing requests.
• Identified trends in customer calls and emails and escalated relevant patterns to the Team Leader.

Stakeholder Correspondence (20%)

• Responded to user enquiries via text, email, and telephone, providing effective technical support.
• Provided step-by-step guidance to enable users to resolve issues independently where appropriate.
• Analysed support data to identify trends and recurring issues, enabling proactive problem resolution.

Continued Development (10%)

• Attended periodic training and coaching sessions to remain aligned with internal best practices.
• Continuously developed technical knowledge and support capabilities.

Collaboration (5%)

• Maintained effective communication and teamwork across the support environment.
• Contributed to the technical knowledge base by documenting issues, troubleshooting steps, and customer interactions.
• Supported SLA improvement initiatives through accurate documentation of escalations and breached tickets.

REQUIREMENTS:

• Relevant certifications such as CompTIA A+ N+
• Degree/ Diploma in IT or equivalent advantageous
• Minimum of 1-2 years of experience as a Help Desk Technician or related positions in call centers, customer service, or IT.
• Familiarity with operating systems and software management.
• Proficiency in troubleshooting techniques.
• Valid South Africa ID

ATTRIBUTES:

• Diligence.
• Multitasking
• Ability to work under
• Ability to adapt.
• Initiatives and Self-motivation
• Interpersonal relationships
• Professionalism
• Good written and verbal Communication skills
• Good time management
• Technical skills

Desired Skills:

• Line
• 1
• Systems