L1 Helpdesk Engineer

Job Description:
Tier 1 Helpdesk Technician - Remote (South Africa)

The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users resolving basic issues and ensuring the smooth operation of IT systems. This role involves troubleshooting diagnosing and resolving hardware and software problems as well as onboarding and off-boarding users.

This role will be supporting a US Client the hours will be 9am - 6pm (Eastern Time) so either a 3pm / 4pm start SAST.

• Provide initial technical support for hardware, software and network issues.
• Diagnose and resolve basic technical problems.
• Assist with the installation, configuration and maintenance of IT systems.
• Document and track issue resolutions and updates in the helpdesk ticketing system.
• Collaborate with other IT team members to elevate complex issues.
• Ensure compliance with IT policies and procedures.
• User Management: Perform onboarding and off-boarding of users including account creation, access provisioning and deactivation.
• Microsoft Technologies: Utilize skills in Microsoft technologies including Office 365 to support and troubleshoot related issues.
• Networking: Apply basic knowledge of firewalls, switches, access points and configurations to resolve network-related problems.
• SLA Performance: P1 tickets responded to in less than 30 minutes, P2 tickets responded to in less than 1 hour, P3 tickets responded to in less than 4 hours and P4 tickets responded to in less than 8 hours.

• Associate’s degree in Information Technology, Computer Science or related field.
• 1 year of experience in IT support or helpdesk roles.
• Basic knowledge of Windows and Mac operating systems, networking and common software applications.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Microsoft Expertise: Proficiency in Office 365.
• Networking
  
  Skills:
  
  Basic knowledge of firewalls, switches, access points and configurations.