Level 1 Support Technician - Umhlanga - Durban (68475) at Ntice Sourcing Solutions

Job Purpose

• To provide first-line technical support to customers by troubleshooting connectivity issues, managing support tickets, configuring networking equipment, and ensuring excellent customer service while working within agreed service levels.

Key Responsibilities

• Answer incoming customer support calls and respond to support emails.
• Log, manage and update customer support tickets through the ticketing system.
• Keep customers informed of the progress of their support requests until resolution.
• Provide remote technical support and troubleshoot internet connectivity issues.
• Perform proactive monitoring of customer connectivity and identify clients requiring assistance.
• Configure and set up routers and VoIP devices.
• Escalate complex technical issues where necessary.
• Maintain accurate documentation of customer interactions and resolutions.
• Deliver professional, friendly and efficient customer service.
• Work collaboratively within the technical support team.
• Meet service delivery targets and deadlines.
• Participate in a rotational shift roster, including weekends and public holidays where required.

Minimum Requirements

• Grade 12 (Matric).
• Relevant IT qualification (Certificate, Diploma or Degree) advantageous.
• Previous experience in an IT Support, Helpdesk or Technical Support environment will be advantageous.
• Basic understanding of computer hardware, software and networking principles.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused with a professional telephone manner.
• Ability to work under pressure and manage multiple support requests.
• Strong organisational and time management skills.
• Ability to work independently as well as within a team.

Preferred Skills & Experience

• Experience supporting Internet Service Provider (ISP) customers.
• Knowledge of TCP/IP networking.
• Experience configuring routers.
• Experience configuring and supporting VoIP services.
• Familiarity with remote desktop support tools.
• Experience using a helpdesk or ticketing system.

Advantageous

• Previous networking and IT support experience.
• Valid driver's licence.
• Own reliable vehicle.

Working Hours

• Rotational shifts.
• Weekend work will be required as part of the support roster.

Key Competencies

• Customer Service Orientation
• Technical Troubleshooting
• Problem Solving
• Communication Skills
• Teamwork
• Attention to Detail
• Time Management
• Accountability
• Adaptability
• Ability to work under pressure