Support Technician, Tier I South Africa

Job Summary:

The Support Technician, Tier I serves as the first point of contact for customers and employees seeking technical assistance. This role is responsible for answering support calls, responding to emails and chat inquiries, and troubleshooting basic IT issues. The ideal candidate has strong customer service skills, a basic understanding of IT systems, and the ability to resolve common technical problems efficiently.

Key Responsibilities:

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with passwor...