Tier 1 IT Support Technician (Remote)

SUMMARY:
-

POSITION INFO:
ENVIRONMENT: PROVIDE first-line technical support to clients of a dynamic provider of Cybersecurity solutions seeking a Tier 1 IT Support Technician who will resolve basic IT issues, log support requests, and ensure users receive timely and professional assistance. You will serve as the first point of contact for IT support and escalate issues that require advanced technical intervention. Applicants will require Matric/Grade 12, and an IT qualification/Certification or relevant practical experience will prove beneficial. You must have ±2 years of IT Support or Service Desk experience with basic knowledge of Windows operating systems, Microsoft 365, computer hardware, and networking fundamentals. You must have a high command English, your own - Internet / Hardware/Back-up Power and you will work SA hours.   DUTIES: ·        First-Line Support: Respond to user requests via telephone, email, ticketing systems, and remote support tools. ·        Basic Troubleshooting: Diagnose and resolve common hardware, software, printer, application, login, and connectivity issues. ·        User Administration: Assist with password resets, account unlocks, user onboarding, and access requests in accordance with approved procedures. ·        Endpoint Support: Setup and configure workstations, laptops, peripherals, and standard business applications. ·        Microsoft 365 Support: Assist users with Outlook, Teams, OneDrive, and other common Microsoft 365 applications. ·        Ticket Management: Log, categorise, prioritise, update, and resolve tickets within agreed service-level agreements (SLAs). ·        Monitoring and Maintenance: Perform basic system checks, follow maintenance procedures, and report system alerts or potential issues. ·        Cybersecurity Awareness: Follow security policies, identify suspicious emails or activity, and report potential security incidents immediately. ·        Documentation: Record troubleshooting steps, resolutions, and relevant user information accurately in the ticketing system. ·        Escalation: Escalate unresolved, recurring, high-impact, or security-related incidents to Tier 2 or the appropriate technical lead. ·        Client Service: Provide courteous, clear, and professional communication while keeping users informed of progress.   REQUIREMENTS: Qualifications – ·        Matric / Grade 12 or equivalent. ·        IT qualification, Certificate, or relevant practical experience is advantageous.   Experience/Skills - ·        ±2 Years of IT Support or Service Desk experience. ·        Basic knowledge of Windows operating systems, Microsoft 365, computer hardware, and networking fundamentals. ·        Familiarity with ticketing systems and remote support tools is advantageous. ·        CompTIA A+, Microsoft Fundamentals, or equivalent certifications are beneficial. ·        Good communication and customer-service skills. ·        Basic technical troubleshooting and problem-solving. ·        Awareness of IT security and confidentiality requirements.   ATTRIBUTES: ·        Strong willingness to learn and develop technical skills. ·        Attention to detail and accurate record keeping. ·        Good time management and task prioritisation. ·        Professionalism, teamwork, and accountability.