# 1st Line Support Engineer - Office Based

**Company:** [Growth Resourcing](https://jobs.workable.com/companies/aV73KAFusAPM9FHENvxjMg.md)
**Location:** Umhlanga, South Africa
**Workplace:** on site
**Employment type:** Full-time
**Department:** IT

[Apply for this job](https://jobs.workable.com/view/548fed93-071b-4c3c-a8d7-633e56c34ed7)

## Description

We are looking for a motivated and customer-focused 1st Line Support Engineer to join our growing IT support team.

This role is ideal for someone who enjoys problem-solving, working with technology, and delivering excellent customer service in a fast-paced professional environment. You will act as the first point of contact for technical support queries, assisting users with day-to-day IT issues while ensuring a high standard of support and communication.

**Key responsibilities**

The successful candidate will play an important role in supporting business operations by providing efficient and timely technical assistance across hardware, software, and systems.

-   Provide 1st-line technical support to internal users via phone, email, and ticketing systems
-   Log, categorise, prioritise, and manage support tickets accurately
-   Troubleshoot and resolve common IT issues relating to:

-   Windows operating systems
-   Microsoft 365 applications
-   User accounts and password resets
-   Printers and peripheral devices
-   Laptops, desktops, and mobile devices
-   Network connectivity issues
-   Microsoft Teams and collaboration tools

-   Escalate unresolved or complex issues to senior support teams where necessary
-   Assist with onboarding and offboarding processes, including user setup and equipment allocation
-   Maintain accurate documentation of incidents, resolutions, and IT procedures
-   Support hardware installations, software deployments, and system updates
-   Ensure all support activities are delivered in line with IT policies, security standards, and compliance requirements
-   Deliver exceptional customer service while maintaining professionalism and empathy

## Requirements

-   Minimum of 2 years experience within an IT Helpdesk or Service Desk environment
-   Good understanding of Microsoft Windows and Microsoft 365
-   Basic understanding of networking concepts (Wi-Fi, TCP/IP, VPNs)
-   Strong troubleshooting and analytical skills
-   Excellent verbal and written communication skills
-   Strong organisational skills and attention to detail
-   Ability to manage multiple tasks in a fast-paced environment
-   Customer-focused mindset with a proactive approach

**Desirable**

-   Experience using ticketing or ITSM systems
-   Exposure to Active Directory and user account administration
-   Knowledge of remote desktop support tools
-   Understanding of ITIL processes
-   Relevant IT certifications (CompTIA, Microsoft, ITIL, etc.)

**Personal Attributes**

-   Passionate about technology and continuous learning
-   Professional, approachable, and customer-focused
-   Able to remain calm and composed in high-pressure situations
-   An effective communicator with strong teamwork and collaboration skills
-   Reliable, well-organised, and proactive in problem-solving
-   Dedicated to delivering a high standard of technical support and customer service

## Benefits

###  Why Join Growth Resourcing?

-   Competitive salary with strong growth potential
-   Be part of a **scaling business backed by UK leaders**
-   Work in a high-performance, supportive environment
-   Real career progression opportunities—we grow people, not just teams
-   Learn fast, move fast, and make an impact from day one