An L1 Support Engineer is the first line of technical support. You will be the first person our clients’ users speak to when something goes wrong, so your aim is to resolve their issue on first contact wherever you can, and to escalate cleanly when you cannot. You will handle basic troubleshooting, resolve common technical problems and pass more complex issues to our L2 and L3 teams.
Job responsibilities
- Act as the first point of contact for users seeking technical help by phone, email or live chat.
- Give every user a friendly, professional experience, so they feel supported and understood.
- Identify and diagnose issues with hardware, software and network systems.
- Carry out initial assessments to establish the nature and urgency of each issue.
- Resolve basic hardware problems, such as printer faults, peripheral device issues and computer hardware failures.
- Troubleshoot software problems, including application errors, operating system issues and installation problems.
- Fix basic network connectivity issues, such as Wi-Fi problems and IP conflicts.
- Escalate unresolved or more complex issues to L2 or higher support teams.
- Document the issue and the steps taken before escalating, so the handover is smooth and the ticket is up to date.
- Help users with system access, software installation and configuration.
- Give basic training and guidance on using IT systems and applications effectively.
- Record all support requests, resolutions and follow-up actions in the ticketing system.
- Contribute to the knowledge base of common issues and solutions.
- Follow up with users to make sure their issues are resolved promptly and they are satisfied.
- Use user feedback to improve our support processes and the user experience.
Experience
- Up to two years in an IT support or helpdesk role.
- Experience in customer service or administrative roles is also useful.
Qualifications
- Matric certificate, or a degree in IT, Computer Science or a related field.
- CompTIA A+ and CompTIA Network+.
- ITIL 4 Foundation.
Skills
- A basic understanding of computer systems, software and networking.
- Strong verbal and written communication.
- Excellent customer service, so every user has a positive experience.
- The ability to troubleshoot and resolve basic technical issues.
- Clear, accurate documentation of support requests and solutions.
Where the role leads
This role suits someone starting a career in IT support. It needs good communication, sound basic technical knowledge and excellent customer service, and it gives you valuable experience and real opportunities to grow into L2 and beyond.