Level 1 Technical Support Specialist

1 week ago

Cape Town, Western Cape, South Africa Planet10 Full time

At Planet10, we're seeking a talented L1 Support Agent to join our team. In this role, you'll be responsible for performing a range of tasks based on provided guides, interacting directly with end-users, and ensuring the overall health of our systems.

Duties:

• Perform activities based on guides provided.
• Interact directly with End-Users of the systems.
• System Health check (e.g. backups, server health, integration reporting).
• End user support triage and escalation to L2 users.
• Simple user requests (e.g. over the shoulder support, FAQs).
• Service Request processing (e.g. User onboarding).
• System personalisation (e.g. search filters).
• Respond to end-user queries (e.g. access level queries, reporting, user-level incidents).
• Respond to system event alerts, log faults (e.g. System performance incidents).
• Usability checks (e.g. system responsiveness).
• Create problem records (e.g. for repeat incidents).
• Data Quality checks (e.g. foundation data validation).
• Integration reporting (e.g. ticket status alignment).
• User attestation reports.

Requirements:

• 1-2 years of working experience
• English and Portuguese Speaking – Basic Skills
• Shift Requirement
• 100% on-site
• Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial

What We Offer:

Joining Planet10 means you'll be part of a dynamic team that values collaboration, innovation, and customer satisfaction. As a L1 Support Agent, you'll have the opportunity to grow your skills, work with cutting-edge technologies, and make a real impact on our customers' experiences.

If you're passionate about delivering exceptional support and are eager to take on new challenges, we'd love to hear from you

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