Level 1 Support Engineer (JHB)

The Level 1 Support Engineer is the first line of technical support, responsible for responding to and resolving client issues quickly and effectively. As a key point of contact for users experiencing technical problems, you will handle a broad range of tasks, from basic troubleshooting and password resets to escalating more complex issues to Level 2 or Level 3 Support Engineers. You ensure a smooth client experience by maintaining clear communication, timely ticket resolution, and accurate documentation.

This role is ideal for individuals who are technically inclined, have strong communication skills, and are eager to grow within the IT support environment. You will gain exposure to a wide range of systems, tools, and service scenarios while building foundational technical and professional skills.

As the face of the support team, the Level 1 Support Engineer plays a critical role in maintaining user trust and operational continuity. Fast, friendly, and accurate support at the first point of contact ensures issues are either resolved quickly or escalated correctly, reducing downtime and improving service satisfaction. By accurately logging and categorizing tickets, you provide vital context for escalations, trend reporting, and service improvement. Your role is fundamental to a stable, responsive, and client-centered IT support structure.

Client-Facing Technical Support & Communication

• Serve as the first point of contact for all technical support requests via phone, email, or ticketing system.
• Deliver friendly, clear, and empathetic communication, even when dealing with non-technical users or frustrated clients.
• Accurately document and categorize user issues to ensure appropriate prioritization and visibility.
• Educate end-users on basic self-service solutions where appropriate (e.g., MFA resets, VPN connections, Microsoft 365 usage).
• Proactively follow up with users to confirm issue resolution and ensure satisfaction before closing tickets.

Basic Troubleshooting & Problem Resolution

• Resolve common support issues including password resets and account lockouts, printer setup and troubleshooting, email setup and access (Outlook, Exchange Online), network connectivity (Wi-Fi drops, DNS resolution), Microsoft 365 access and basic configuration (Teams, SharePoint, OneDrive) and antivirus issues, pop-up alerts and browser errors.
• Use step-by-step guides, standard operating procedures (SOPs), and diagnostic checklists to ensure consistency.
• Apply first-level diagnostic tools to assess hardware health (RAM, disk space, device status).
• Escalate tickets that fall outside your scope or skill level to Level 2 or Level 3 Support Engineers, clearly documenting all attempted steps.

Ticket Management & Documentation

• Open and manage tickets using the company’s PSA (Professional Services Automation) platform.
• Ensure all tickets include accurate issue descriptions and user details, actions taken and attempted resolutions, time entries and SLA tracking, escalation justification and urgency level, if applicable.
• Regularly review and update open tickets to ensure transparency and forward momentum.

Remote Support & Access Tools

• Use remote access tools (e.g., TeamViewer, RMM software) to troubleshoot and resolve issues directly on user devices.
• Follow remote support security policies, ensuring that sessions are authorized, recorded, and conducted with user consent.
• Log and close remote session details in accordance with company procedures.

Knowledge Base Usage & Contribution

• Reference the internal knowledge base to resolve known issues efficiently.
• Flag outdated or unclear documentation and suggest updates to senior staff or knowledge managers.
• Contribute to the creation of basic guides and process documentation under supervision.

Monitoring & Alert Response

• Monitor system alerts generated by RMM tools and categorize informational alerts (record for review), warning alerts (open ticket and assign to proper technician if needed) and critical alerts (escalate immediately per SLA and notify appropriate stakeholders).
• Assist in resolving recurring low-level alerts (e.g., print spooler failures, backup job warnings).

Team Collaboration & Escalation Support

• Participate in daily stand-ups or huddles to review workload and open incidents.
• Work closely with L2 and L3 Support Engineers to escalate tickets clearly and completely.
• Accept feedback on escalated tickets to refine your diagnostic skills and improve self-resolution capabilities.
• Notify supervisors when user impact is broader than originally reported (e.g., multiple users affected by a “simple” login issue).

Device Setup, Onboarding & General Admin

• Assist in the preparation of new devices (e.g., applying standard images, account setup, Intune enrollment).
• Support user onboarding with first-time login guidance, MFA setup, and policy awareness.
• Handle basic device configuration for peripheral equipment (printers, scanners, webcams).
• Participate in inventory and asset tracking tasks, ensuring devices are correctly labeled and recorded.

Learning, Development & Growth

• Attend structured training sessions and shadow L2/L3 Support Engineers as part of your career development path.
• Track personal certification progress (e.g., CompTIA, Microsoft Fundamentals).
• Take ownership of repeat incidents to develop deeper troubleshooting capability and reduce recurring tickets.
• Request feedback and engage in continuous learning through mentorship, training materials, and incident reviews.

Security Awareness & Compliance

• Follow basic cybersecurity protocols during support (e.g., verify user identity, avoid password sharing).
• Report potential phishing, malware, or suspicious behavior promptly.
• Assist users in understanding and applying basic security tools (e.g., password manager use, MFA registration).
• Help maintain compliance through accurate record keeping, data privacy respect, and policy adherence.

• Windows 10/11 and desktop troubleshooting
• Microsoft 365 tools (Outlook, OneDrive, Teams)
• Printers, drivers, and peripheral setup
• Network basics (IP addressing, Wi-Fi, DNS lookup)
• Common applications (browsers, antivirus, VPN clients)
• Exposure to ticketing systems and remote access tools (e.g., TeamViewer).
• Awareness of data protection and security best practices (e.g., phishing awareness, MFA usage).

• Strong problem-solving ability and logical thinking.
• Excellent communication skills, both written and verbal.
• Ability to handle multiple tickets and users calmly under pressure.
• Fast learner with curiosity for understanding how systems work.
• Accurate and structured in documenting steps taken and outcomes.
• Customer service orientation (empathetic, patient, and approachable).

• 1–2 years in a technical support/helpdesk environment (preferred).
• Alternatively, a strong academic foundation (diploma/certificate) in IT support or networking.
• Familiarity with supporting Windows environments and Office 365 in a school, intern, or part-time job setting is acceptable.

• Comfort with PC hardware, OS navigation, and basic support tools.
• Ability to support users with different levels of technical understanding.
• Ensures ticket notes and escalations are complete and useful.
• Prioritizes effectively and keeps tickets moving.
• Collaborates and seeks help when needed (does not work in isolation).
• Adjust to new processes, software tools, or user expectations with a positive mindset.

• Positive, service-oriented attitude.
• Eagerness to learn and take feedback constructively.
• Patience and professionalism in user interactions.
• Willingness to ask questions and grow from challenges.
• Respect for client privacy, data handling, and security policies.
• Consistent, reliable, and punctual work habits.

Required:

• CompTIA A+ or equivalent technical training
• Matric or equivalent NQF Level 4

Preferred:

• CompTIA N+, ITIL Foundation, or Microsoft Fundamentals (MS-900, AZ-900)
• IT diploma or certificate from a recognized institution

At Numata, we’re not just a global IT services company, we are the #1 Business Technology Strategists for SMEs, and a people-first business that believes in the power of growth, support, and shared success. Our mission is to create a dynamic, empowering workplace where innovation meets integrity, and where every individual can thrive personally and professionally.

We believe your growth is our growth. That’s why we fund training and development programs, helping you gain certifications and build new skills without the financial burden. With career pathways and opportunities to promote from within, your potential at Numata knows no limits. As part of a globally recognized and rapidly scaling business, you’ll gain exposure to cutting-edge experiences. This isn’t just a job; it’s your gateway to a world of opportunity.

We equip our team with world-class tools and infrastructure, whether you're working remotely or from our offices. With premium IT support and the latest tech, we make it easy for you to do your best work, every day. Our offices are more than just places to work; they’re environments designed to energize and inspire. Enjoy fresh fruit, premium coffee, popcorn, vending machine, secure parking, and a space built around people’s needs and comfort. It’s truly a home away from home!

At Numata, integrity, honesty, respect, and trust are more than just words, they’re values we live by. We foster a collaborative, team-first environment with open-door leadership and real opportunities to connect, including regular initiatives like Lunch with the CEO. Got ideas? We’re listening. Innovation is everyone’s responsibility here. You’ll be empowered to share your voice, drive change, and shape the future of our business, no matter your role.

We care for our people beyond the workplace. Enjoy comprehensive benefits including fair compensation structures, medical insurance, disability cover, annual bonuses, and access to a dedicated counselling psychologist through our Employee Assistance Programme. From a healthy social calendar, monthly team meetings, celebrations of birthdays and milestones to leadership coaching and recognition programs, we make it a priority to celebrate achievements, big and small.

We’re growing the next generation of leaders. With access to mentorship, leadership development programs, and executive coaching, we help you step confidently into every stage of your professional journey.

Why Join, and Stay, with Numata?

Because at Numata, you’re not just doing a job. You’re building a career, doing whatever it takes, making an impact, and becoming part of a supportive, ambitious community that grows together.

Numata is where your potential meets purpose. Let’s grow together!

Visit our website for more information about us:

Business Technology Strategists for SMEs | Numata

We’re excited to meet passionate individuals who are ready to make a real impact and grow with us. If this sounds like the opportunity you’ve been looking for, we’d love to hear from you! Apply today and let’s start the conversation!