L1 Helpdesk Engineer

Uptime - MSP Operations, Delivered.

Job Location:

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description: Tier 1 Helpdesk Technician - Remote (South Africa)

Position Overview:

The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users 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 off-boarding users.

This role will be supporting a US Client the hours will be 9am - 6pm (Eastern Time) so either a 3pm / 4pm start SAST.

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 off-boarding 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 network-related 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 problem-solving 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.

Required Education:

Job Description: Tier 1 Helpdesk Technician - Remote (South Africa)Position Overview:The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users resolving basic issues and ensuring the smooth operation of IT systems. This role involves troubleshooting diagnosin...

Job Description: Tier 1 Helpdesk Technician - Remote (South Africa)

Position Overview:

This role will be supporting a US Client the hours will be 9am - 6pm (Eastern Time) so either a 3pm / 4pm start SAST.

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 off-boarding 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 network-related 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 problem-solving 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.