Support Technician, Tier I South Africa

Job Summary:

The Support Technician Tier I serves as the first point of contact for customers and employees seeking technical assistance. This role is responsible for answering support calls responding to emails and chat inquiries and troubleshooting basic IT issues. The ideal candidate has strong customer service skills a basic understanding of IT systems and the ability to resolve common technical problems efficiently.

Key Responsibilities:

• Answer incoming support calls emails and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware software and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system ensuring accurate documentation.
• Assist with password resets account unlocks and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies procedures and service level agreements (SLAs).

Preferred Qualifications:

• Previous experience in a call center helpdesk or IT support environment.
• Familiarity with remote desktop tools and basic networking concepts.
• Strong problem-solving skills and the ability to adapt to new technologies.
• Experience supporting mobile devices and cloud-based applications.

Tech-Keys has been named an NJ Top Workplace four years in a row and thats no accident. As a growing industry-leading Managed Service Provider were deeply committed to a culture that prioritizes care; for our clients and for each other. Tech-Keys may be the right place for you if youre looking for a place where your work matters and your people genuinely have your back.

At Tech-Keys our team is built around five core values: Care Be Proud Be Fun & Balanced Speak Up and Aim Higher.

We look for people who care deeply about their team their clients their image and their work. People who take pride in their work communicate openly and know how to maintain a healthy balance while staying positive are exactly who were looking for.

If those values naturally align with who you are theres a good chance youll thrive here!

If they dont this probably wont be the right fit and thats okay too!

We hire for both skill and culture because we believe the best teams are built on both.

Requirements:

Qualifications:

• High school diploma or equivalent (Associates degree or IT training preferred).
• 1 year of experience in a customer service or IT support role (or relevant training).
• Basic knowledge of Windows
• macOS Microsoft Office and common IT systems.
• Strong troubleshooting skills and ability to follow technical instructions.
• Excellent communication skills both verbal and written.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with a ticketing system (e.g. Zendesk ServiceNow or similar) is a plus.