First Line Support

Reporting to the relevant manager, the First Line Support will troubleshoot basic network connectivity issues and escalate complex or unresolved issues to second and third-level support teams at an established company in Cape Town, Western Cape.

Hard work and reliability are noticed and rewarded with real advancement. The team prides itself on professionalism and consistently meeting commitments. We would love to see your CV if this role speaks to you.

• Manage user accounts and access permissions in Active Directory, email systems, and other enterprise applications.
• Install, configure, and upgrade operating systems, applications, and drivers on end-user computing devices.
• Set up and deploy new computer equipment including imaging, software installation, and physical deployment to user desks.
• Create and maintain knowledge base articles and user guides to enable self-service and reduce recurring support requests.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, and LAN connectivity problems.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.

• A minimum of one to three years of experience in an IT support or helpdesk role in a corporate environment.
• Good understanding of computer hardware components, networking fundamentals, and common enterprise software applications.
• For field support roles, a valid driver's licence and own reliable transport are essential.
• Excellent problem-solving skills with the ability to diagnose issues methodically and think logically under pressure.
• Strong communication and interpersonal skills with the ability to explain technical issues to non-technical users patiently.
• Proficiency in troubleshooting Windows and Microsoft 365 environments including user account and license management.