First Line Support

The purpose of this First Line Support role is to create and maintain knowledge base articles and user guides to enable self-service and install, configure, and upgrade operating systems, applications, and drivers.

The role is based on-site in Johannesburg, Gauteng. Everyone is expected to pull their weight, and everyone is valued for it. You will pick up new skills on the job and be backed to apply them. If this sounds like the right fit, we would love to hear from you.

Discretion and confidentiality are essential given the sensitive nature of the work.

• Escalate complex or unresolved issues to second and third-level support teams with complete diagnostic information.
• Set up and deploy new computer equipment including imaging, software installation, and physical deployment to user desks.
• Install, configure, and upgrade operating systems, applications, and drivers on end-user computing devices.
• Provide one-on-one and small group training to end users on IT systems, applications, and best practices.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.
• Create and maintain knowledge base articles and user guides to enable self-service and reduce recurring support requests.

• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.
• A minimum of one to three years of experience in an IT support or helpdesk role in a corporate environment.
• 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.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• Good understanding of computer hardware components, networking fundamentals, and common enterprise software applications.