Job Title: First Line Junior Support Engineer Job Overview: We are seeking a proactive and dedicated First Line Junior Support Engineer to join our team. This role is designed for someone who will be the first point of contact in handling alerts from our remote monitoring systems and assisting in deploying and managing our clients' IT infrastructure. You will work closely with our managed services team to ensure smooth operations and effective resolutions for basic technical issues.
As a Junior Support Engineer, you will provide initial support and escalate complex issues when needed. This is an excellent entry-level opportunity for someone with foundational IT knowledge looking to grow their skills within a Managed Services Provider (MSP) environment.
Key Responsibilities Remote Monitoring and Alerts: Actively monitor and respond to alerts generated by remote monitoring and management (RMM) tools. Identify and troubleshoot basic issues related to hardware, software, and network services. Escalate issues to higher-level support engineers if necessary and follow up to ensure timely resolution. Managed Services Deployment and Monitoring: Assist in deploying managed services for new clients, including software installations, configuration, and testing. Monitor managed service environments to ensure optimal performance and security compliance. Perform routine maintenance tasks as directed to support client systems and applications. Basic Hardware & Software Support: Provide support for basic hardware issues, including desktops, laptops, and printers. Assist clients with common software applications, with a focus on the Windows operating system. Document and track issues in the ticketing system to maintain accurate records and follow-up actions. Security Awareness & Compliance: Monitor and respond to alerts related to security, ensuring immediate attention to potential vulnerabilities. Follow standard operating procedures for maintaining security protocols and assist with security software installations or updates. Educate clients on basic security practices, including password management and phishing prevention. Required Skills & Qualifications: Technical Knowledge: Basic understanding of hardware components, including desktop, laptop, and printer troubleshooting. Familiarity with Windows operating systems (Windows 10/11) and fundamental knowledge of Active Directory. Exposure to networking basics, including TCP/IP, DNS, and DHCP. Security Awareness: Knowledge of basic security principles, including antivirus, anti-malware tools, and password policies. Awareness of common security threats (e.g., phishing) and ability to advise clients on preventive measures. Professional Skills: Strong customer service skills, with a focus on clear communication and responsiveness. Ability to work efficiently in a fast-paced environment and adapt to changing client needs. Proficiency in using ticketing systems and documenting technical issues. Experience & Education: Previous experience in a technical support or helpdesk role is advantageous but not required. Relevant certifications (CompTIA A+, Network+, or Microsoft Fundamentals) are a plus. Benefits: Opportunity for growth and advancement within a dynamic MSP environment. Training and certification support to help you further develop your technical skills. A collaborative and supportive team atmosphere focused on professional development. If you are a motivated individual with a passion for IT support and a desire to learn in a managed services environment, we'd love to hear from you!
Job Type: Full-time
Pay: From R12000,00 per month
Ability to commute/relocate: Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (Required) Education: Certificate (Required) Experience: Windows Desktop: 1 year (Required) Location: Durban, KwaZulu-Natal (Required) Expected Start Date: 2024/12/02
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