Information Technology Support Technician

7 days ago

Stellenbosch, Western Cape, South Africa Lanline Technologies Full time

We are seeking a highly motivated and customer-oriented IT Support Agent to join our team. This is an entry-level position (Tier 1) within our IT support department. The ideal candidate will be fluent in English and Xhosa. The candidate will be responsible for assisting end-users with a variety of technical issues in a timely and efficient manner. The role involves providing support through various channels such as phone, email, and chat but mostly onsite support.

Key Responsibilities:

  • Setting up new computers: Configure and install computers for end-users, ensuring they are ready for use.
  • Installing, configuring, and maintaining software and hardware: Ensure that both software and hardware components of computers are up to date and functioning correctly.
  • Diagnosing, troubleshooting, and resolving issues: Provide support to resolve software and hardware issues, and escalate to IT Support Technician when necessary.
  • Repairing and replacing damaged computers: Perform repairs or replacements on damaged hardware, escalating to the IT Support Technician when required.
  • Monitoring and Reporting: Regularly check 3rd Party apps monitoring stats and update the team on the system's status.
  • Supporting end-users: Offer support to end-users who encounter challenges with their devices, escalating issues to the IT Support Technician when needed.
  • Maintaining technical documentation: Regularly update and maintain technical documentation, working alongside the IT Support Technician.
  • Testing new hardware and software: Assist the IT Support Technician in testing new hardware and software before full-scale installation.
  • Traveling to other branches: Travel to other organizational branches to troubleshoot issues as necessary.
  • General IT-related support: Provide general IT support and duties as needed.

Required Skills and Qualifications:

  • Fluency in English and Xhosa (spoken and written) is essential for assisting a diverse user base.
  • Basic knowledge of computer systems, hardware, and software.
  • Familiarity with operating systems (Windows, Mac OS) and common business applications.
  • Strong problem-solving skills and a logical approach to troubleshooting.
  • Excellent verbal and written communication skills.
  • Ability to work well under pressure and handle multiple tasks simultaneously.
  • Strong customer service orientation, with a friendly and professional demeanor.
  • A team player with the ability to work independently when required.

Desirable Qualifications:

  • A technical certification (e.g., CompTIA A+, ITIL Foundation) is a plus, but not required.
  • Previous experience in a customer service or IT support role is a plus.

Working Conditions:

  • Full-time position with regular working hours.
  • Occasional travel to other organizational branches to troubleshoot IT issues.
  • Exposure to varied technical environments and systems.
  • The role involves multitasking between providing remote support and, at times, in-person troubleshooting.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
  • Telecommunications
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