Level 1 Support Engineer

1 week ago

Johannesburg, Gauteng, South Africa Numata Full time £25 000 - £35 000 per year


A Level One Engineer in a Service Desk role is typically an entry-level position in IT support. This role involves providing basic technical support to end-users, resolving common issues, and escalating more complex problems to higher-level support.

Experience Level:

  • Entry-Level: Generally, 1-2 years of experience in IT support or a related field.
  • Internship or Prior Experience: Some positions may require prior experience through internships, part-time jobs, or relevant coursework.

Required Skills and Certifications:

  • Technical Skills:
    • Basic understanding of computer hardware, software, and networking concepts.
    • Familiarity with operating systems (Windows, macOS, Linux).
    • Knowledge of common software applications (Microsoft Office, email clients, etc.).
    • Basic troubleshooting skills for common issues (password resets, printer issues, connectivity problems).
  • Preferred Certifications:
    • CompTIA A+: A foundational certification that covers essential IT skills, including troubleshooting, networking, and security.
    • ITIL Foundation: An understanding of IT service management best practices, focusing on delivering quality IT services.
    • Microsoft Certified: Fundamentals: Certifications like Microsoft 365 Fundamentals or Azure Fundamentals can be beneficial.
  • Soft Skills:
    • Strong communication skills for effectively interacting with end-users.
    • Problem-solving abilities and a customer-focused approach.
    • Ability to work under pressure and manage multiple tasks simultaneously.

Typical Responsibilities:

  • Providing first-level support to users via phone, email, or chat.
  • Logging and categorizing support requests in a ticketing system.
  • Resolving or escalating issues according to defined procedures.
  • Assisting with user account management (password resets, access requests).
  • Documenting solutions and maintaining knowledge bases.

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