Johannesburg: 1st Line Support Engineer posted by Payroll Easy

This is a remote position.

Job Title: 1st Line Support Engineer 
Department: IT 
Reports To: IT Support Lead 
Location: Remote  
Employment Type: Full-time 
Seniority Level: Associate / Mid-Level 
Start Date: September 

Purpose of the Role 

The 1st Line Support Engineer exists to provide efficient and timely technical support to internal users, ensuring minimal IT-related downtime and maximising employee productivity. This role acts as the first point of contact for IT issues, resolving routine technical problems, escalating complex cases, and managing remote assets across a geographically distributed workforce. By taking ownership of frontline IT support, the role enables senior IT staff to focus on higher-level priorities such as security, infrastructure, and automation. 

Key Responsibilities

• Respond promptly to IT support requests via phone, email, and ticketing systems (e.g., Zoho Suite, Jira, ServiceNow).
• Provide first-line technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve technical incidents, ensuring clear documentation of solutions.
• Escalate complex technical issues to senior IT staff as required.
• Install, configure, and maintain computers, peripherals, and business applications.
• Support user account management tasks such as password resets and access requests.
• Perform remote asset management for distributed staff and devices.
• Maintain accurate and complete records of support activities within the ticketing system.
• Contribute to knowledge base and process improvements within IT support.
• Participate in system roll outs and provide occasional out-of-hours support during major incidents. 

Requirements

Required Skills & Experience 

Technical Expertise:

• Proficiency in Windows operating systems and Office applications.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zoho Suite).
• Knowledge of desktop support and help desk principles.
• Strong understanding of computer hardware, peripherals, and networking concepts.
• Remote Asset Management experience (required). 

Soft Skills:

• Excellent communication and customer service skills to build user trust and maintain satisfaction.
• Strong problem-solving ability with a proactive, solution-focused mindset.
• Ability to work independently in a remote environment with reliable internet and home office setup.
• Adaptability to manage multiple priorities in a dynamic business environment. 

• Qualifications (desirable but not essential):

• IT support or related certification (e.g., CompTIA A+, Microsoft Certified).
• Experience supporting users across multiple countries/time zones.