Job Description

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Job Overview

Application Deadline:

5 November 2025

Job Location:

Stellenbosch, Western Cape

Job Title:

1st Line IT Support Technician

Salary Offer:

R11,000

Education Level:

Certificate

Job Level:

Junior

Minimum Experience:

1 - 3 Years

1st Line IT Support Technician job vacancy in Stellenbosch.

The 1st Line Support Technician is responsible for being the first point of contact for all IT-related incidents and service requests. The role ensures efficient logging, categorization, and resolution or escalation of issues, while maintaining a high standard of customer service and communication.



Salary: R11 000 per month.

Key Responsibilities:

Serve as the first point of contact for clients via phone, email, and ticketing systems. Accurately log and categorize all incoming incidents and service requests using Aluxium. Provide first-level technical support, troubleshooting, and resolution for common IT issues. Escalate unresolved issues to the appropriate 2nd/3rd line support teams. Assign and reassign tickets to appropriate technicians based on availability and issue type. Keep clients informed of ticket progress and resolution timelines. Monitor system alerts via PRTG, Zabbix, and RT; report relevant alarms to technical teams. Verify resolution of incidents with clients and close tickets accordingly. Perform courtesy follow-up calls to evaluate client satisfaction post-resolution. Schedule onsite support or installations where remote assistance is not viable. Communicate planned maintenance and service disruptions to clients/partners. Maintain documentation and compile reports on service metrics and incident trends. Support internal communication with the relevant teams and departments and escalate potential risks proactively. Assist in general administrative tasks as required by the Global Service Desk Manager.

Required Skills & Qualifications:

Strong knowledge of IT support principles and basic networking. Experience with helpdesk/ticketing systems (e.g., Aluxium or similar). Excellent interpersonal and customer service skills. Ability to troubleshoot and resolve technical issues at first contact. Good organizational, time management, and administrative skills. Dependable with a proactive approach to work. * Ability to work well in a team-oriented environment.