Support Engineer Level 1

SUMMARY:
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POSITION INFO:

This organisation is a leading IT distribution provider in South Africa, serving as a key link between global technology vendors and the local ICT channel. It offers an extensive portfolio of hardware, software, cloud services, and advanced solutions from some of the world’s top technology brands. With a strong focus on innovation, operational efficiency, and partner enablement, the organisation supports resellers, system integrators, and service providers in delivering end-to-end digital solutions to businesses across the continent. Known for robust logistics capabilities, technical expertise, and a commitment to customer service, it plays a central role in driving digital transformation within the Southern African ICT ecosystem.

Provide first-line technical support and maintenance services to ensure the optimal functioning of desktop systems, networks, and servers. The Support Engineer – Level 1 will troubleshoot, resolve, and escalate technical incidents, ensuring a high level of customer satisfaction while adhering to company standards and service level agreements (SLAs).

Key Responsibilities:

Service Request Management

• Oversee and update assigned support service requests to ensure timely resolution.
• Adhere to corporate policies, manuals, and directives.

Technical Support & Troubleshooting

• Provide daily technical support for desktop systems, data networks, and server management.
• Troubleshoot desktop problems and provide effective resolutions.
• Provide hardware and software support for systems as required.
• Provide “Smart Hands” support where necessary.

Setup & Installation

• Set up desktop computers, peripherals, and test network connections.
• Install, configure, and test desktop software applications and internet browsers.
• Assist with the setup of new computers and installation of software applications.
• Test computer systems to ensure proper functionality and performance.

Networking & Communication

• Network and connect computers within the organisation to enhance communication.
• Maintain and troubleshoot computer peripheral devices such as printers.

Training & Relationship Management

• Train end-users on computer hardware and software usage.
• Develop and maintain professional working relationships with contractors, co-workers, and clients.

  Certifications & Compliance

  • Hold and maintain client/end-user and enterprise certifications for technologies used on-site.