Support Engineer L1

Qualifications and Experience Required:

• Matric (Grade 12) and a relevant IT qualification (Diploma or equivalent).
• A+ and N+ certifications essential.
• MCSE/MCIPT or CCNA certification advantageous.
• 3-5 years experience in IT technical support.
• Proven experience providing first-line technical support and troubleshooting for desktops, networks, and servers.
• Solid hands-on experience with Intune, SCCM, and Bitlocker.
• Proficient in Windows operating systems (XP11), Active Directory, and Microsoft Office Suite.
• Strong understanding of networking principles, hardware, and software troubleshooting.
• Exposure to server, storage, and networking environments.
• Valid drivers license and own transport essential.

Responsibilities:

• Provide daily technical support, troubleshooting, and maintenance of desktop systems, servers, and networks.
• Manage and resolve assigned service requests within agreed SLAs.
• Install, configure, and test desktop computers, peripherals, and software applications.
• Support and maintain computer networks, including TCP/IP printing and connectivity.
• Perform "Smart Hands" support as required for onsite technical assistance.
• Assist with user setup, account management, and software installations.
• Train and support end-users on hardware and software usage.
• Maintain and update documentation related to systems, procedures, and incidents.
• Build and maintain strong working relationships with end-users, colleagues, and contractors.
• Adhere to company standards, policies, and procedures while ensuring service excellence.