1st Line Desktop Support Technician Intern (CPT Onsite)

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

A vibrant IT Support company seeks a reliable and customer-focused 1st Line Desktop Support Technician Intern to join its Cape Town team. You will provide frontline IT support to clients, handling day-to-day technical issues and assisting users with hardware and software problems, and escalating more complex issues to the 2nd Line team when required. Applicants will need good working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), basic Networking (Wi-Fi, LAN, printers, VPN) and strong troubleshooting and problem-solving skills. You will need to be available for after-hours support on a rotation basis.

DUTIES:

End-User Support -

• Provide 1st Line technical support for desktop, laptop, and peripheral issues.
• Assist users with Microsoft Windows, Microsoft 365, email, and basic application support.
• Troubleshoot common hardware and software problems.
• Set up and configure new user devices (PCs, laptops, printers, mobile devices).

Incident & Ticket Management -

• Track and update support tickets accurately.
• Resolve issues within agreed service levels.
• Escalate complex or unresolved issues to 2nd Line support.

Remote & Onsite Support -

• Provide remote support using approved tools.
• Travel to client sites when required for onsite support (travel expenses reimbursed).

Customer Service -

• Deliver professional, friendly, and efficient support to all users.
• Communicate clearly with non-technical users.
• Maintain a high standard of service and professionalism.

REQUIREMENTS:

• Good working knowledge of:
• Windows 10 / 11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic networking (Wi-Fi, LAN, printers, VPN)
• Strong troubleshooting and problem-solving skills.
• Good communication and customer service skills.
• Willingness to learn and grow within the IT support environment.
• Availability for after-hours support on a rotation basis.