Job Description

Thank you for your interest.

For a quicker response, we kindly encourage you to submit your application directly via our website using the link below:

https://scaleshore.com/careers/

We are seeking a proactive and customer-focused First Line Support Technician to provide technical assistance and IT support to users. The ideal candidate will be responsible for resolving first-level technical issues, troubleshooting hardware and software problems, and ensuring a smooth IT experience for employees and customers.

This role requires strong communication skills, problem-solving abilities, and a basic understanding of IT systems and networking. As the first point of contact for technical queries, you will play a crucial role in maintaining operational efficiency and user satisfaction.

Key Responsibilities1. IT Support & Troubleshooting

Act as the first point of contact for IT support requests via phone, email, and ticketing systems. Diagnose and resolve basic hardware, software, and network issues. Assist users with password resets, email configurations, and software installations. Log and prioritise support requests, ensuring timely resolution or escalation where necessary.

2. Hardware & Software Support

Provide basic troubleshooting for desktops, laptops, printers, and mobile devices. Support users with Microsoft Windows, MacOS, and common software applications. Assist with software updates, system patches, and security protocols.

3. User Account Management

Set up and manage user accounts, email access, and permissions. Support Active Directory administration (if applicable). Assist with new user onboarding and IT setup.

4. Network & Connectivity Assistance

Help users with Wi-Fi connectivity, VPN access, and network troubleshooting. Identify and escalate persistent connectivity or server-related issues to second-line support.

5. IT Documentation & Reporting

Maintain detailed logs of IT issues and resolutions within the ticketing system. Create and update user guides, FAQs, and knowledge base articles to support self-service IT solutions. Provide regular reports on support requests, trends, and common issues.

6. Escalation & Collaboration

Escalate complex issues to Second Line or Third Line Support when required. Work closely with IT teams to ensure smooth IT operations and service improvements. Follow IT policies and procedures to maintain system security and compliance.

Required Skills & Experience

Previous experience in an IT support or helpdesk role (preferred but not essential). Basic knowledge of Windows OS, Microsoft Office 365, and common IT applications. Strong troubleshooting skills for hardware and software issues. Excellent communication and customer service skills. Ability to work independently and in a team environment. Familiarity with ticketing systems and IT support workflows. Knowledge of basic networking concepts (IP addresses, Wi-Fi troubleshooting, VPNs, etc.).

Preferred Qualifications

IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications (a plus). Experience with Active Directory, remote desktop tools, or IT asset management. Understanding of basic cybersecurity practices and IT security policies.

Benefits & Perks

Competitive salary and benefits package. Training and career development opportunities in IT. Supportive and collaborative work environment. Opportunities for progression into Second Line Support roles.
Job Type: Full-time

Pay: R18000,00 - R20400,00 per month

Work Location: In person