L1 Helpdesk Engineer

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

Position Overview:

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.

Key Responsibilities:

• 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 issues, resolutions, and updates in the helpdesk ticketing system.
  
• Collaborate with other IT team members to escalate 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.
  

Qualifications:

• Associate's degree in Information Technology, Computer Science, or related field.
  
• 1+ years 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.