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L1 Helpdesk Engineer

L1 Helpdesk Engineer

Uptime - MSP Operations, Delivered.Cape Town, WC, za
24 days ago
Job type
  • Quick Apply
Job description

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 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 :

  • Associate's 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.
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    Engineer • Cape Town, WC, za