Job Description
Job Description: Tier 1 Helpdesk Technician – Remote (South Africa)
Position Overview:
The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users, resolving basic issues, and ensuring the smooth operation of IT systems. This role involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as onboarding and off-boarding users.
This role will be supporting a US Client, the hours will be 9am – 6pm (Eastern Time) so either a 3pm / 4pm start SAST.
Key Responsibilities:
- Provide initial technical support for hardware, software, and network issues.
- Diagnose and resolve basic technical problems.
- Assist with the installation, configuration, and maintenance of IT systems.
- Document and track issues, resolutions, and updates in the helpdesk ticketing system.
- Collaborate with other IT team members to escalate complex issues.
- Ensure compliance with IT policies and procedures.
- User Management: Perform onboarding and off-boarding of users, including account creation, access provisioning, and deactivation.
- Microsoft Technologies: Utilize skills in Microsoft technologies, including Office 365, to support and troubleshoot related issues.
- Networking: Apply basic knowledge of firewalls, switches, access points, and configurations to resolve network-related problems.
- SLA Performance: P1 tickets responded to in less than 30 minutes, P2 tickets responded to in less than 1 hour, P3 tickets responded to in less than 4 hours, and P4 tickets responded to in less than 8 hours.
Qualifications:
- Associate’s degree in Information Technology, Computer Science, or related field.
- 1+ years of experience in IT support or helpdesk roles.
- Basic knowledge of Windows and Mac operating systems, networking, and common software applications.
- Excellent problem-solving and communication skills.
- Ability to work independently and as part of a team.
- Microsoft Expertise: Proficiency in Office 365.
- Networking Skills: Basic knowledge of firewalls, switches, access points, and configurations.
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