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: R18 000,00 - R20 400,00 per month
Work Location: In person
