Cape Town: Senior 1st Line Support posted by Talent Shore PTY Ltd
Posted on 2025-06-04 00:00:00
| Employer | Talent Shore PTY Ltd |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
Senior 1st Line IT Support
As a member of our team, you’ll have the opportunity to work with a variety of technologies and provide exceptional service to our customers. The role will be office/hybrid based, with most calls being taken via phone and email, using remote support tools to provide First Contact Fixes and escalating higher-level tickets to the UK and Spain-based support teams. You’ll be expected to troubleshoot and resolve technical issues live on calls while spending time directly on user machines.
With 12-hour shifts on a 4-day on, 4-day off basis, youll have plenty of time to recharge and pursue your interests outside of work. The first month will be Monday to Friday, 9 AM to 5 PM, giving you ample time to settle into your new role. Youll have the chance to work with a global team and be part of a multi-functional service business, with endless opportunities for personal development and career growth.
- Prioritize and categorize inquiries.
- Respond to customer support requests by following the agreed procedures, using available resources, and advising users on appropriate actions.
- Provide live troubleshooting support, spending time on user machines to resolve issues.
- Analyze and prioritize Incidents/Service Requests in alignment with the user/customer SLA.
- Dispatch Incidents/Service Requests to third-party support teams and follow them up on behalf of the affected user.
- Ensure compliance with Information Security guidelines and regulations as part of a global support team.
- Handle up to at least 15 tickets per day, delivering timely and efficient resolutions.
- Troubleshoot basic issues related to Active Directory, Windows OS, MS Office, Office 365, and related technologies.
Requirements
You Bring These Skills, Experience, Education:
- Good knowledge of PC hardware and software.
- Experience with Windows OS (7 and above) and advanced troubleshooting skills.
- Proficiency in MS Office and O365 administration and support for businesses.
- Experience with Active Directory and related troubleshooting tasks.
- A minimum of 3 years of experience in a similar service desk role is desirable.
- Enthusiasm for continuous learning and an interest in staying current with the latest technologies.
- Knowledge of server/network infrastructure for troubleshooting tickets.
- Proven track record of staying with previous companies for over a year in similar roles.
Key Competencies:
- Ability to communicate clearly and professionally.
- Strong customer orientation and a focus on delivering quality support.
- Methodical and structured working approach.
- Active listening and problem-solving skills.
- Analytical thinking with a focus on sustainable solutions.
- Team player, with the ability to collaborate effectively with global teams.
- Ability to work in a fast-paced environment, managing multiple tasks simultaneously.
Benefits
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