First Line Support Engineer

  • Gabsten Technologies (Pty) LTD
  • Roodepoort, South Africa
  • 16 Apr, 2018
Full time Tech Support and Helpdesk General Information Technology

Job Description

The First Line Support Engineer role is based at our head office in Roodepoort and is not required to travel. Appointees will work in an open-plan office in a secure, upmarket commercial park with parking facilities.

Job Purpose

The First Line Support Engineer will be part of our Technical Customer Support Team based in Roodepoort, Gauteng. This position will provide first line, remote support to our growing customer base. The ideal candidate will bring a technical background, good customer interaction and communication skills and agile thinking to this fast paced and rapidly growing organization. We offer innovative training, interesting colleagues, and the opportunity to grow with us.


Position Responsibilities

·                The primary responsibility of the First Line Support Engineer will be to provide first line technical phone and email support to our growing customer base. This person will be required to:

·                Answer incoming problem calls, emails and system-generated tickets,

·                Resolve quick, simple issues (15 minutes),  

·                Categorise and tag unresolved issues and assign these to appropriate Second Line Support Engineers,

·                Document and track customer information and details of the problem,

·                Effectively handover unresolved tickets to Second Line Support Engineers,

·                Effectively communicate the results of their intervention to the customer,

·                Perform daily, weekly and monthly tasks for Managed Services customers.


Position Requirements

Minimum level of education

Grade 12

Technical skills and knowledge required

First Line Support Engineers must have:

·         Knowledge of Microsoft Windows operating system and its components.  This includes troubleshooting via the event logs, understanding how to acquire crash dumps and application dumps, making registry changes etc.,

·         Knowledge of networking and troubleshooting connectivity, name resolution, and performance-based issues with OS and/or hardware,

·         Understanding of Backup Theory,

·         Practical Microsoft Office skills.

Advantageous skills include:

·         Linux knowledge or experience,

·         VMware\Hyper-V or any other Hypervisor knowledge or experience,

·         SAN, NAS and Tape device knowledge or experience,

·         Commvault Software Suite knowledge or experience.

·         Teamviewer,

·         Microsoft Office 365,

·         3CX Softphone,

·         Scubed.

Competencies required

First Line Support Engineers must have:

·         Strong customer relations skills,

·         Strong written and verbal communication skills,

·         Ability to multi-task,

·         Strong time management skills,

·         Sense of responsibility,

·         Ability to work in a team.

Qualifications required

·         An IT degree is advantageous, but not required.

Experience required

First Line Support Engineers must have:

·         At least 1 year of technical server support experience.

Advantageous experiences include:

·         Previous experience with Backup Software.