Latest Jobs at First Technology

Job Description

• An Onsite Mid-Tier Engineer who carries out their support function at a client premises, has a unique, yet critical role to play in our Professional Services team. This position requires a variety of skills and applied patience. Onsite Mid-Tier Engineer is required to support multiple, different, and forever changing environments. Communication (both verbally and written) needs to be excellent, empathy, and the ability to manage expectations effectively are sought after characteristics. This function is 'fast paced' and often measured on the ability of an individual to work within a growing team of varied skill sets. A successful Onsite Mid-Tier Engineer will have the ability to turn a disgruntled user into a satisfied one by consistently providing good turnaround times in resolution and first time fixes.

EXPECTATIONS:

• Excellent communication (both written and verbal)
• Ability to be self-managed and work independently, or part of a team
• Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to End Users who may often be unhappy
• Ability to follow predefined procedures and escalate timeously to the OPS Manager where required
• Ability to meet deadlines and complete tasks within SLA timeframes
• Ability to use knowledge base resources to resolve problems
• Good attitude towards work and colleagues
• Consistent, prompt delivery in often common or repetitive tasks
• Punctuality when keeping appointments and awareness of written tone
• Be prepared to perform overtime work and after hours support required

 JOB DESCRIPTION:

• Good Active Directory skills – required for the administration of user accounts and passwords
• Strong understanding of user hardware and software
• Strong troubleshooting and fault finding skills with proven methodology - must be able to troubleshoot problems telephonically with minimal assistance
• Strong Desktop operating system knowledge and troubleshooting
• Strong Office automation skill and knowledge
• Create new Incidents, Troubleshoot, and show descriptive steps taken to resolve
• Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet
• Good understanding of Microsoft Exchange or O365/MFA, Azure and general mail requirements
• Be abreast of technology changes and be able to motivate technology changes to the Client where necessary
• The ability to quickly identify and remediate networking problems within the LAN, WLAN
• The ability to troubleshoot Firewalls, Routers, Switches and AP’s
• An understanding of Network security including industry best practices.
• Ability to form customer relationships remotely
• Ability to write accurate and descriptive fault reports when required
• Ability to provide support to multiple Customer environments which often involve an ever changing IT landscape

Qualifications and Education Requirements

• Grade 12 – Required
• A+ and N+ - Required
• Microsoft 365 Certified: Microsoft 365 Certified: Administrator Expert 
• Microsoft Certified: Azure Administrator 
• Bachelor’s Degree in Computer Science or Information Technology Diploma - Beneficial
   

go to method of application »

Job Description

• We are seeking a skilled and detail-oriented HP Laptop Technician to join our team in Randburg. This role requires strong technical expertise in diagnosing, repairing, and maintaining HP laptops and related hardware. If you have a passion for problem-solving and enjoy delivering excellent customer service, we’d love to hear from you.

Key Responsibilities

• Diagnosis and Repair: Accurately identify and fix hardware failures and software problems using diagnostic tools and testing techniques. 
• Component Replacement: Replace faulty components such as motherboards, RAM, hard drives, and power supplies in HP laptops. 
• Installation and Configuration: Install, configure, and maintain HP laptop hardware and associated software, ensuring proper setup. 
• Routine Maintenance: Perform regular maintenance on laptop hardware to ensure they function optimally and have a longer lifespan. 
• Upgrades: Recommend and execute hardware upgrades to improve laptop performance or compatibility with newer systems. 
• User Support: Provide technical assistance and support to users experiencing hardware or software issues, often requiring excellent customer service. 
• Documentation: Maintain accurate records of all repairs, maintenance tasks, and troubleshooting processes. 
• Inventory Management: Keep records of hardware inventory, including warranty information. 
• Testing:Conduct diagnostic tests on hardware to verify functionality and ensure proper installation or repair. 

Essential Skills and Qualifications

• Technical Knowledge: In-depth understanding of how laptops are built and how their parts work together. 
• Diagnostic Skills: Proficient in using diagnostic tools and techniques to identify hardware and software issues. 
• Hardware and Software Proficiency: Skilled in working with various operating systems, software, and hardware components common in HP laptops. 
• Problem-Solving: Excellent analytical and problem-solving abilities to resolve complex technical issues. 
• Communication: Strong interpersonal and communication skills to effectively interact with users and explain technical solutions. 
• Customer Service: Patience and empathy to provide excellent support to users. 
• Organizational Skills: Strong organizational and time-management skills to handle multiple tasks efficiently. 

go to method of application »

Job Description

• We are looking for a reliable and customer-focused Level 1 IT Call Centre Agent to join our night shift support team. This role is ideal for individuals with strong communication skills, solid computer literacy, and a passion for helping others with technical queries. As the first point of contact, you will provide initial troubleshooting and ensure customers receive timely assistance or escalation to the appropriate support tier.
• Candidates need to have reliable transport (preferably their own vehicle) and must be able to work night-shift hours in Johannesburg Central. 

Key Responsibilities

• First-Level Support: Handle incoming calls, emails, and chat messages from customers experiencing basic technical issues. 
• Troubleshooting: Guide users through simple troubleshooting steps and provide solutions for common technical problems. 
• Ticket Creation: Document customer issues and create support tickets, providing detailed information for escalation to Level 2 or Level 3 technicians when necessary. 
• Customer Information: Gather and accurately record customer contact details and problem descriptions in a ticketing system. 
• Information Provision: Answer customer questions about company information, services, and basic product use. 
• Communication: Maintain professional and polite communication across different channels, including managing social media inquiries. 
• Documentation: Keep accurate and detailed records of all customer interactions and issue resolutions in accordance with standard procedures. 

Essential Skills

• Customer Service: A strong focus on providing exceptional service, empathy, and a willingness to help. 
• Communication: Excellent verbal and written communication skills to explain technical issues clearly. 
• Problem-Solving: The ability to understand customer issues and identify potential solutions. 
• Technical Literacy: Basic computer knowledge and the ability to learn and use call center software and tools. 
• Patience: The capacity to handle high volumes of inquiries and remain calm and helpful when dealing with frustrated customers. 

Work Environment

• Customer-Facing: You will be the first point of contact for customers seeking technical assistance. 
• High Volume: You will likely handle a large number of calls and inquiries on a daily basis. 
• Team-Oriented: You'll work as part of a support team, collaborating with other agents and escalating issues to specialized technicians.