Support Technician, Tier I

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

📋 Description

• Respond to incoming support calls, emails, and chat inquiries to assist with IT-related issues.

• Deliver first-level troubleshooting for prevalent hardware, software, and network problems.

• Walk users through fundamental troubleshooting processes and document solutions.

• Refer complex issues to Tier II or other relevant teams for further assistance.

• Generate and update support tickets within the helpdesk system.

• Provide assistance with password resets, account unlocks, and basic system access requests.

• Inform users about IT best practices.

• Maintain a professional demeanor and deliver excellent customer service in all interactions.

• Adhere to company policies, procedures, and service level agreements.

⛳️ Requirements

• High school diploma or its equivalent.

• At least 1 year of experience in a customer service or IT support role, or relevant training.

• Fundamental understanding of Windows, Microsoft 365 Administration, macOS, Microsoft Office, and common IT systems.

• Strong troubleshooting abilities and capacity to follow technical instructions.

• Outstanding verbal and written communication skills.

• Capability to multitask and work effectively in a fast-paced setting.

• Prior experience in a call center, helpdesk, or IT support environment is preferred.

• Knowledge of remote desktop tools and basic networking concepts.

• Experience in supporting mobile devices and cloud-based applications.

• Familiarity with ticketing systems like Zendesk or ServiceNow is advantageous.

🏝️ Benefits

• Culture that emphasizes care for clients and employees.

• A workplace culture that is fun and balanced.

• Core company values focused on care, pride, openness, balance, and growth.