1st Line Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Deliver exceptional service and support for clients in IT, basic voice/telephony systems, and ISP/connectivity services.

• Troubleshoot and diagnose IT-related issues, offer remote assistance, and help maintain client computing systems.

• Conduct basic connectivity assessments and utilize relevant provider portals to diagnose and confirm service status.

• Log incidents and requests accurately and respond in a timely manner through the case management system via phone and email.

• Promptly attend to customer calls and provide efficient and effective support.

• Keep case records precise and comprehensive.

• Proactively manage queues and response times to meet or surpass customer expectations and SLAs.

• Resolve IT problems swiftly to minimize client downtime.

• Provide basic voice and connectivity support, including call routing, extensions, diverts, and connectivity assessments.

• Assist with basic telephony system and connectivity challenges and coordinate with relevant teams when escalations are needed.

⛳️ Requirements

• Previous experience in a service desk environment is advantageous.

• Proficient in customer support, encompassing both phone and email communication.

• Understanding of Microsoft products and technologies.

• Ability to troubleshoot hardware issues across laptops, desktops, peripherals, and other IT equipment.

• Strong grasp of Microsoft Windows Desktop operating systems and associated troubleshooting.

• Capable of learning new software and systems as needed.

• Exceptional organizational, time management, and multitasking abilities.

• Familiarity with Microsoft 365, including user management, Teams, Exchange, and Entra.

• Knowledge of basic telephony/voice systems, including call diverts, extensions, and connectivity checks.

• Familiarity with antivirus management is desirable.

• Willingness to adopt and effectively utilize AI tools in daily operations.

• Strong verbal and written communication skills.

• Keen attention to detail.

• Proactive, determined, and persistent approach to problem-solving.

• Ability to work independently as well as collaboratively within a team.

• Eagerness to learn and willingness to research issues or consult documentation.

• Comfortable addressing IT, basic telephony, and connectivity-related inquiries.

🏝️ Benefits

• Risk cover, including Life Cover, Critical Illness Cover, funeral benefits, and some Disability benefits.

• 22 days of holiday balance PLUS UK Bank Holidays.

• Increased annual leave based on the length of service.

• 5% allowance based on basic salary that can be allocated towards Medical Aid.

• UPS provided to assist with load shedding (2–4 hours of power for a laptop).

• Babble-issued laptop.

• Annual Company Celebrations.