First Line Support Agent; Linux - Potchefstroom

Job Title

Help Desk Level One Support Agent

The Linux Help Desk Level One Support Agent is an entry-level opportunity for individuals interested in building a career towards system administration within the Group. You will be responsible for delivering first-line technical support to our employees and customers, participating in training sessions, and evolving as a professional in a dynamic environment.

• Provide first-line technical support to employees and clients, resolving issues and inquiries related to our products and services.
• Offer technical onboarding support for new employees and clients, facilitating smooth integration with our systems and platforms.

• Take ownership of new cases via telephone, email, and web channels, ensuring timely resolution or escalation to higher-level support teams when necessary.

• Audit site assets and monitor resources to ensure optimal performance and availability of systems and services.

• Act as an internal customer advocate, keeping stakeholders informed in a timely manner and ensuring their needs are addressed effectively.

• Ensure that each support request is handled in accordance with our Service Level Agreement (SLA), meeting or exceeding customer satisfaction targets.

• Contribute findings to a common knowledge base, keeping it up to date with relevant information, solutions, and best practices.

• Maintain regular communication and information exchange with team members and clients, both locally and remotely, to facilitate effective collaboration and problem resolution.

• Participate in various training sessions, team gatherings, and company events to enhance technical skills and stay updated on new products and technologies.

Minimum Grade 12 with an interest in IT.

Linux knowledge including installation, troubleshooting, and basic configuration of recent Ubuntu server releases.

Basic Linux terminal usage for editing files, understanding basic networks and services, and file system layout.

Basic troubleshooting skills, including collecting logs and editing configuration files.

Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.

Written and verbal English communication skills.

Note: This is an entry-level position, and additional skills listed are desirable but not mandatory. Training will be provided to enhance technical skills and knowledge as needed.