Junior Support Technician

SUMMARY:
We are looking for a Junior Technical Support Technician with a solid foundation in Linux systems, networking, and basic VoIP to join our growing team.

POSITION INFO:

 The ideal candidate should be eager to learn, have strong troubleshooting skills, and be comfortable working with technologies like MikroTik routers, firewalls, DNS configuration, and basic voice systems.

Key Responsibilities

Customer Support and Ticket Management

• Serve as the first point of contact for clients experiencing technical issues.
• Respond to support tickets via phone, email, or CRM system in a timely and professional manner.
• Troubleshoot basic network and Linux-related issues.
• Keep users informed of ticket progress and resolution timelines.
• Escalate complex issues to senior technicians where required.

Network and Linux Support

• Assist with setting up, configuring, and maintaining MikroTik routers and basic firewall rules.
• Perform port forwarding and basic VPN setup under guidance.
• Log into routers to check and validate configurations.
• Support basic LAN/WAN troubleshooting.

Linux and DNS Administration

• Assist with basic Linux server tasks such as checking services, logs, and user access.
• Configure and manage DNS records (A, MX, CNAME) as needed for domain and email services.
• Help with basic website pointing or redirects.

VoIP and Communication Support

• Provide basic support for VoIP setups and IP phones.
• Troubleshoot basic call quality issues.
• Assist with minor PBX tasks (e.g. user extensions, voicemail setup).

General Technical Tasks

• Assist in desktop setup and basic software installation.
• Help with Wi-Fi access point configuration and monitoring.
• Support internal staff with hardware/software troubleshooting when needed.
• Perform routine preventative maintenance and updates on devices.

Preferred Skills and Experience

• Basic working knowledge of Linux (Ubuntu, CentOS, etc.)
• Exposure to MikroTik routers and basic network configuration
• Understanding of DNS setup and domain management
• Familiarity with firewalls, port forwarding, and VPN basics
• Introductory experience with VoIP systems (e.g., 3CX, Yealink, Grandstream)
• Basic troubleshooting of desktop systems and peripherals

Ideal Candidate Traits

• Passionate about IT and eager to learn new systems and tools
• Comfortable in a customer-facing role and focused on client satisfaction
• Team player with good communication skills
• Ability to work under pressure and manage multiple tasks

• 1-2 years of experience in an IT support or junior network technician role
• Matric (Grade 12) with relevant IT certifications (e.g., CompTIA A+/N+, MikroTik MTCNA, or Linux+ beneficial)
• Valid driver’s license (advantageous for on-site support)