1st Line Technical Support Engineer

SUMMARY:

POSITION INFO:
Key Responsibilities Technical Support & Incident Management Provide first-line technical support and remote troubleshooting. Monitor and manage incidents and service requests, ensuring timely resolution within agreed service levels. Escalate unresolved technical issues with detailed diagnostics where necessary. Monitor product performance and identify recurring issues requiring corrective action. Product Training & Support Deliver product and remote support tool training to franchise teams. Support user adoption of remote diagnostic and monitoring tools. Assist with product rollouts, updates, and technical enablement initiatives. Maintain training records and ensure franchise competency across supported products. Customer Service & Operational Support Provide hotline and standby support when required. Ensure service tickets are logged, tracked, and resolved efficiently. Drive improvements in first-time fix rates and reduce mean time to repair (MTTR). Deliver excellent customer service and technical guidance to internal and external stakeholders. Reporting & Data Analysis Analyse support trends and identify opportunities for proactive improvements. Produce regular performance and service reports. Maintain data integrity across support platforms and ticketing systems. Recommend preventative actions based on incident analysis. Administration Maintain technical documentation, knowledge base articles, and troubleshooting guides. Support franchise and supplier-related administrative requests. Update operational procedures and process documentation as required. Minimum Requirements Matric (Grade 12). CompTIA A+ and Network+ (N+) certifications essential. Intermediate Microsoft Office proficiency. 3-5 years' experience supporting office automation products or similar technologies. Experience working with: Ricoh HP Epson Lexmark Key Skills Fault-finding and troubleshooting expertise. Remote support experience. Strong customer service orientation. Excellent planning and organisational skills. Ability to work under pressure and meet deadlines. Strong communication and interpersonal skills. Ability to follow processes while remaining adaptable to change. Team player with a proactive and results-driven mindset. Preferred Attributes Strong analytical and problem-solving abilities. High attention to detail. Ability to manage multiple priorities effectively. Commitment to service excellence and continuous improvement. Self-motivated with a willingness to learn and develop technical expertise. Apply now! For more IT jobs, please visit \/> I also specialise in recruiting in the following: Software Development Data Engineer Data Analyst Infrastructure Architecture ... and more! If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles \/ positions. For more information contact: Sfundo Shoba Recruitment Consultant