First Line Support

Hands-on from day one, the First Line Support will create and maintain knowledge base articles and user guides to enable self-service, set up and deploy new computer equipment and escalate complex or unresolved issues to second and third-level support teams for a professional services firm in Springbok, Northern Cape.

A safety-first, quality-driven approach underpins everything the team does. Do well here and the door to greater responsibility opens quickly. If this sounds like the right fit, we would love to hear from you.

• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Create and maintain knowledge base articles and user guides to enable self-service and reduce recurring support requests.
• 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.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.
• Document all support activities, troubleshooting steps, and resolutions accurately in the ticketing system.
• Provide one-on-one and small group training to end users on IT systems, applications, and best practices.

• Strong communication and interpersonal skills with the ability to explain technical issues to non-technical users patiently.
• For field support roles, a valid driver's licence and own reliable transport are essential.
• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.
• Excellent problem-solving skills with the ability to diagnose issues methodically and think logically under pressure.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.