Level 1 Support Technician Umhlanga Durban

Level 1 Support Technician

Location: Umhlanga KwaZulu-Natal (Office Based)
Employment Type: Permanent Full-Time
Salary: Market related

About the Company

My client is a growing Internet Service Provider (ISP) committed to delivering reliable connectivity and exceptional customer service. We are looking for a customer-focused Level 1 Support Technician to join our Technical Support team based in Umhlanga Durban.

Job Purpose

To provide first-line technical support to customers by troubleshooting connectivity issues managing support tickets configuring networking equipment and ensuring excellent customer service while working within agreed service levels.

Key Responsibilities

• Answer incoming customer support calls and respond to support emails.
• Log manage and update customer support tickets through the ticketing system.
• Keep customers informed of the progress of their support requests until resolution.
• Provide remote technical support and troubleshoot internet connectivity issues.
• Perform proactive monitoring of customer connectivity and identify clients requiring assistance.
• Configure and set up routers and VoIP devices.
• Escalate complex technical issues where necessary.
• Maintain accurate documentation of customer interactions and resolutions.
• Deliver professional friendly and efficient customer service.
• Work collaboratively within the technical support team.
• Meet service delivery targets and deadlines.
• Participate in a rotational shift roster including weekends and public holidays where required.

Minimum Requirements

• Grade 12 (Matric).
• Relevant IT qualification (Certificate Diploma or Degree) advantageous.
• Previous experience in an IT Support Helpdesk or Technical Support environment will be advantageous.
• Basic understanding of computer hardware software and networking principles.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused with a professional telephone manner.
• Ability to work under pressure and manage multiple support requests.
• Strong organisational and time management skills.
• Ability to work independently as well as within a team.

Preferred Skills & Experience

• Experience supporting Internet Service Provider (ISP) customers.
• Knowledge of TCP/IP networking.
• Experience configuring routers.
• Experience configuring and supporting VoIP services.
• Familiarity with remote desktop support tools.
• Experience using a helpdesk or ticketing system.

Advantageous

• Previous networking and IT support experience.
• Valid drivers licence.
• Own reliable vehicle.

Working Hours

• Rotational shifts.
• Weekend work will be required as part of the support roster.

Key Competencies

• Customer Service Orientation
• Technical Troubleshooting
• Problem Solving
• Communication Skills
• Teamwork
• Attention to Detail
• Time Management
• Accountability
• Adaptability
• Ability to work under pressure