L1 It Support Engineer

Overview
Our UK-based client is a managed IT services provider supporting small to medium-sized businesses across a wide range of industries.
They deliver reliable, proactive IT support, infrastructure management, and cloud-based solutions, with a strong focus on responsiveness, security, and exceptional customer service.
Their helpdesk operates in a fast-paced MSP environment where building rapport with end users and delivering a positive support experience is just as important as technical ability.Position
Level 1 IT Support Engineerto join their helpdesk team.
This role is ideal for someone who is highly motivated, enthusiastic, and genuinely passionate about technology.
You will be the first point of contact for customers, providing prompt, friendly, and effective support while resolving hardware, software, and network-related issues via phone and ticketing systems.This is a remote position open to those living anywhere in South Africa.Working hours
09:*******:00 UK time ,40 hours per week .
Duties & ResponsibilitiesProvide first-line technical support for hardware, software, and network-related issuesRespond to incoming helpdesk tickets and calls in line with SLA requirementsTroubleshoot desktops, laptops, mobile devices, printers, and peripheral equipmentSupport Microsoft Office 365 applications, including Outlook, Teams, and SharePointUse remote desktop tools to support offsite and remote usersLog, track, update, and resolve incidents and service requests via the IT ticketing systemEscalate unresolved or complex issues to 2nd and 3rd line support when requiredAssist with user onboarding and offboarding, including account setup and hardware preparationContribute to IT documentation and knowledge base articlesDeliver a high standard of customer service, ensuring users feel listened to, supported, and valuedSkills, Experience & RequirementsMinimum3 years' experienceworking in amanaged service provider (MSP) helpdesk environmentExperience supportingsmall to medium-sized businesses ******* users)Strong working knowledge ofWindows 10 and Windows 11Hands-on experience supportingMicrosoft 365environmentsBasic understanding of networking concepts includingDNS, DHCP, and IP addressingExperience usingremote support toolsandIT ticketing systemsExcellent verbal and written communication skills using clear, professional EnglishOutstandingcustomer service skills , with the ability to build rapport naturally and confidentlyHighly motivated, enthusiastic, and passionate about technologyGenuine interest in learning and keeping up to date with new tech, systems, and toolsLogical problem-solving mindset and ability to work under pressureStrong time management skills and ability to prioritise support tickets effectivelyLoad Shedding
Applicants must be able to ensure they can maintain reliable internet and power during UK working hours.
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