IT Support Technician - Learnership - Durban (67946) at Ntice Sourcing Solutions

Role Overview

• We are seeking a motivated and customer-focused IT Support Technician (Level 1) to join our support team on a learnership basis. The successful candidate will gain hands-on experience in IT support, networking fundamentals, router configuration, VOIP systems, and customer service within a fast-paced technical support environment.
• The role involves direct interaction with clients and suppliers across multiple communication channels, including telephone, email, WhatsApp, and a ticketing system.

Key Responsibilities

• Answering inbound support calls and responding to customer emails
• Logging, managing, and updating tickets in the support system
• Providing first-line remote technical support and troubleshooting connectivity issues
• Monitoring network connectivity proactively and identifying service disruptions
• Assisting with router setup, configuration, and basic VOIP setup
• Ensuring timely resolution and communication of all logged issues
• Working collaboratively within a technical support team
• Meeting defined response and resolution deadlines
• Participating in rotational shifts, including weekends and after-hours support

Minimum Requirements

• Matric (Grade 12)
• Currently studying towards an IT qualification OR holding A+ and/or N+ certification
• Basic IT knowledge and understanding of computer systems and connectivity
• Strong interest in building a long-term career in IT support or networking

Experience

• Prior IT support or networking experience is not strictly required, but will be an advantage
• Candidates with strong aptitude and willingness to learn are encouraged to apply

Training Provided

Full internal training will be provided on:

• Router configuration
• VOIP systems
• Support processes and escalation procedures
• Ticketing system (SupportPal) and CRM usage
• Prior exposure to these tools will be beneficial but is not required

Systems Used

• SupportPal (ticketing system)
• Internal CRM system

Shift Structure

• Rotational shift system (including weekends and after-hours support)
• Example roster provided separately

Employment Structure

• 3-month probation period linked to performance metrics (e.g. ticket handling, response times, customer service quality)
• Followed by a 12-month learnership contract
• Potential for permanent employment based on performance and business needs

Key Competencies & Soft Skills

• Strong customer service orientation
• Ability to work under pressure and meet deadlines
• Clear and professional communication (verbal and written)
• Reliability and accountability
• Team collaboration
• Willingness to learn and develop technical skills

Work Environment

• Client and supplier-facing role across multiple channels
• Fast-paced support environment requiring responsiveness and accuracy
• Hybrid working model (office + remote rotation)

Employment Equity Requirement

• This is a B-BBEE aligned position.