1st Line IT Support Technician

3 days ago

Stellenbosch, South Africa ICTEngage Full time

**Job Overview**:
**Application Deadline**: 5 November 2025**Job Location**: Stellenbosch, Western Cape**Job Title**: 1st Line IT Support Technician**Salary Offer**: R11,000**Education Level**: Certificate**Job Level**: Junior**Minimum Experience**: 1 - 3 Years

**1st Line IT Support Technician job vacancy in Stellenbosch.**:
The 1st Line Support Technician is responsible for being the first point of contact for all IT-related incidents and service requests. The role ensures efficient logging, categorization, and resolution or escalation of issues, while maintaining a high standard of customer service and communication.

**Salary**: R11 000 per month.

**Key Responsibilities**:

- Accurately log and categorize all incoming incidents and service requests using Aluxium.
- Provide first-level technical support, troubleshooting, and resolution for common IT issues.
- Escalate unresolved issues to the appropriate 2nd/3rd line support teams.
- Assign and reassign tickets to appropriate technicians based on availability and issue type.
- Keep clients informed of ticket progress and resolution timelines.
- Monitor system alerts via PRTG, Zabbix, and RT; report relevant alarms to technical teams.
- Verify resolution of incidents with clients and close tickets accordingly.
- Perform courtesy follow-up calls to evaluate client satisfaction post-resolution.
- Schedule onsite support or installations where remote assistance is not viable.
- Communicate planned maintenance and service disruptions to clients/partners.
- Maintain documentation and compile reports on service metrics and incident trends.
- Support internal communication with the relevant teams and departments and escalate potential risks proactively.
- Assist in general administrative tasks as required by the Global Service Desk Manager.

**Required Skills & Qualifications**:

- Strong knowledge of IT support principles and basic networking.
- Experience with helpdesk/ticketing systems (e.g., Aluxium or similar).
- Excellent interpersonal and customer service skills.
- Ability to troubleshoot and resolve technical issues at first contact.
- Good organizational, time management, and administrative skills.
- Dependable with a proactive approach to work.
- Ability to work well in a team-oriented environment.

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