L1 Helpdesk Engineer
L1 Helpdesk Engineer
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1 Vacancy
Job Description
Job Description: Tier 1 Helpdesk Technician Remote (South Africa)
Position Overview:
The Tier 1 Helpdesk Technician is responsible for providing initial technical support to endusers resolving basic issues and ensuring the smooth operation of IT systems. This role involves troubleshooting diagnosing and resolving hardware and software problems as well as onboarding and offboarding users.
Key Responsibilities:
- Provide initial technical support for hardware software and network issues.
- Diagnose and resolve basic technical problems.
- Assist with the installation configuration and maintenance of IT systems.
- Document and track issues resolutions and updates in the helpdesk ticketing system.
- Collaborate with other IT team members to escalate complex issues.
- Ensure compliance with IT policies and procedures.
- User Management: Perform onboarding and offboarding of users including account creation access provisioning and deactivation.
- Microsoft Technologies: Utilize skills in Microsoft technologies including Office 365 to support and troubleshoot related issues.
- Networking: Apply basic knowledge of firewalls switches access points and configurations to resolve networkrelated problems.
- SLA Performance: P1 tickets responded to in less than 30 minutes P2 tickets responded to in less than 1 hour P3 tickets responded to in less than 4 hours and P4 tickets responded to in less than 8 hours.
Qualifications:
- Associates degree in Information Technology Computer Science or related field.
- 1 years of experience in IT support or helpdesk roles.
- Basic knowledge of Windows and Mac operating systems networking and common software applications.
- Excellent problemsolving and communication skills.
- Ability to work independently and as part of a team.
- Microsoft Expertise: Proficiency in Office 365.
- Networking Skills: Basic knowledge of firewalls switches access points and configurations.
Employment Type
Full Time
