We are looking for a motivated and customer-focused 1st Line Support Engineer to join our growing IT support team.
This role is ideal for someone who enjoys problem-solving, working with technology, and delivering excellent customer service in a fast-paced professional environment. You will act as the first point of contact for technical support queries, assisting users with day-to-day IT issues while ensuring a high standard of support and communication.
The successful candidate will play an important role in supporting business operations by providing efficient and timely technical assistance across hardware, software, and systems.
Key Responsibilities
· Provide 1st line technical support to internal users via phone, email, and ticketing systems
· Log, categorise, prioritise, and manage support tickets accurately
· Troubleshoot and resolve common IT issues relating to:
o Windows operating systems
o Microsoft 365 applications
o User accounts and password resets
o Printers and peripheral devices
o Laptops, desktops, and mobile devices
o Network connectivity issues
o Microsoft Teams and collaboration tools
· Escalate unresolved or complex issues to senior support teams where necessary
· Assist with onboarding and offboarding processes, including user setup and equipment allocation
· Maintain accurate documentation of incidents, resolutions, and IT procedures
· Support hardware installations, software deployments, and system updates
· Ensure all support activities are delivered in line with IT policies, security standards, and compliance requirements
· Deliver exceptional customer service while maintaining professionalism and empathy
Requirements
· Minimum of 2 years experience within an IT Helpdesk or Service Desk environment
· Good understanding of Microsoft Windows and Microsoft 365
· Basic understanding of networking concepts ( Wi-Fi, TCP/IP, VPNs)
· Strong troubleshooting and analytical skills
· Excellent verbal and written communication skills
· Strong organisational skills and attention to detail
· Ability to manage multiple tasks in a fast-paced environment
· Customer-focused mindset with a proactive approach
Desirable
· Experience using ticketing or ITSM systems
· Exposure to Active Directory and user account administration
· Knowledge of remote desktop support tools
· Understanding of ITIL processes
· Relevant IT certifications ( CompTIA, Microsoft, ITIL, etc)
Personal Attributes
We are looking for an individual who is:
· Passionate about technology and continuous learning
· Professional, approachable, and customer-focused
· Able to remain calm and composed in high-pressure situations
· An effective communicator with strong teamwork and collaboration skills
· Reliable, well-organised, and proactive in problem-solving
· Dedicated to delivering a high standard of technical support and customer service
Benefits
Helping ambitious UK businesses grow with hungry, ambitious people from South Africa.
If you’ve aspirations to achieve and are struggling to find the right people to scale at pace, we have the solution.
Changing lives for our customers and our people.
We provide harder working, more focused people who will align with your vision, and drive your business to achieve your goals.
Sales can be the weakest muscle in your business, unable to deliver and inconsistent. We turbo charge your revenue function, improving your structure as we deliver results for you.
By using our robust, extensive recruitment and onboarding processes we bring talented, dedicated, fully trained people to your business for a fraction of the cost of a full-time hire (we hire less than 1 in every 200 applicants).
Our mission is to help ambitious businesses achieve the growth they want. We know that for a business to really accelerate, it needs people who have the same care, passion, integrity and attention to grow your business that you do.
