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Cape Town: Senior 1st Line Support posted by Talent Shore PTY Ltd

Cape Town: Senior 1st Line Support posted by Talent Shore PTY Ltd

Posted on 2025-06-17 00:00:00

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.

Key Responsibilities:
  • 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.
View Job  Johannesburg: Business Intelligence (BI) Developer

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

Location: Fully Remote (Potential to become office-based in Cape Town) 
UK Working Hours: 6 am – 6 pm / 6 pm – 6 am (Rotational Day/Night Shift)
Salary Range: R25 000 – R35 000

Click Go Apply to apply online!


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