First Line Support Technician

15 hours ago

Cape Town, South Africa Harambee Youth Employment Accelerator Full time

**ABOUT THE ROLE**

The FLS Technician is responsible for providing first-line support to ensure the smooth operation of IT services. This role involves handling technical support requests, troubleshooting hardware and software issues, and maintaining a safe and efficient working environment.

**JOB DESCRIPTION**

**Technical support**
- Assist with password rests, hardware connections, and software irregularities.
- Monitor tickets for all client queries and assist with logging tickets when needed.
- Timely communication and status updates to both internal and external stakeholders.
- Timely resolutions and escalation of tickets to internal support or IT service delivery partners when necessary.
- Facilitating resolutions of tickets with internal and external stakeholders in efficient manner.
- Focus on technical tickets, ensuring prompt responses and escalation of issues.
- Solve basic configuration issues and follow required processes and escalation steps.
- Monitor systems and stay aware of statuses via internal systems and notifications.
- Liaise with IT partners on troubleshooting, resolving and handling outages and issues.
- Assist with onboarding and offboarding of employees and fulfil procurement requests for new or replacement equipment (headsets, terminals, laptops, cabling, etc.).
- Keeping track of assets via the asset register and ensure correct forms are completed.
- Add standard checklists in tickets for internal and partner support.
- Continuous training and research to stay up to date with what is trending in the market.

**Facilities support**
- Maintain a safe, clean and hazard free office environment.
- Manage meeting room setups.
- Receiving and attending to calls logged for any fixes required to the physical office.
- General safety on the floor.

**Customer service**
- Foster customer-centric culture by ensuring high levels of customer satisfaction and engagement.

**MINIMUM REQUIREMENTS**
- Matric / Grade 12.
- A+ & N+ certification is an advantage.
- Minimum of 1 year of hands-on experience with computer network
- administration, and/or IT training or certification.
- Understanding of IT networks and terminology.
- Relevant product or system certification / knowledge.
- Ability to operate within the functional matrix environment as a team player
- by accomplishing related results as needed.

**COMPETENCIES**
- Problem solving
- Communication skills
- Technical understanding
- Customer service orientation
- Coordinate tasks and prioritise

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