Description

An ISP specialising in internet, voice, and hosting solutions is offering a 12-month Learnership opportunity for an IT Support Technician Level 1 based in Umhlanga Ridge, Durban.

The successful candidate will gain hands-on experience in IT support, networking fundamentals, router configuration, VOIP systems, and customer service within a fast-paced technical support environment.

The role involves direct interaction with clients and suppliers across multiple communication channels, including telephone, email, WhatsApp, and a ticketing system.

Job ID: 67946

Job Type: Full-time

Location: Hybrid, 2 weeks office and 2 weeks remote

Contract Type: 3-month probation, followed by a 12-month learnership contract

Starting Salary: Approximately R5,241 per month, negotiable depending on experience

Opportunity: Permanent placement subject to performance

Responsibilities

• Answer inbound support calls and respond to customer emails.
• Log, manage, and update tickets in the support system.
• Provide first-line remote technical support and troubleshoot connectivity issues.
• Monitor network connectivity proactively and identify service disruptions.
• Assist with router setup, configuration, and basic VOIP setup.
• Ensure timely resolution and communication of all logged issues.
• Work collaboratively within a technical support team.
• Meet defined response and resolution deadlines.
• Participate in rotational shifts, including weekends and after-hours support.

Requirements

• Matric / Grade 12.
• Currently studying towards an IT qualification or holding A+ and/or N+ certification.
• Basic IT knowledge and understanding of computer systems and connectivity.
• Strong interest in building a long-term career in IT support or networking.
• Prior IT support or networking experience is not strictly required, but will be an advantage.
• Candidates with strong aptitude and willingness to learn are encouraged to apply.

Skills & Competencies

• Basic IT knowledge.
• Computer systems understanding.
• Connectivity troubleshooting.
• IT support interest.
• Networking interest.
• Customer service orientation.
• Ability to work under pressure.
• Ability to meet deadlines.
• Clear verbal communication.
• Clear written communication.
• Reliability.
• Accountability.
• Team collaboration.
• Willingness to learn.
• Technical skills development.
• Responsiveness.
• Accuracy.

Other

Training will be provided on:

• Router configuration.
• VOIP systems.
• Support processes and escalation procedures.
• Ticketing system, SupportPal.
• CRM usage.

Systems used:

• SupportPal ticketing system.
• Internal CRM system.

Shift structure:

• Rotational shift system, including weekends and after-hours support.

Employment structure:

• 3-month probation period linked to performance metrics such as ticket handling, response times, and customer service quality.
• Followed by a 12-month learnership contract.
• Potential for permanent employment based on performance and business needs.

Work environment:

• Client and supplier-facing role across multiple channels.
• Fast-paced support environment requiring responsiveness and accuracy.
• Hybrid working model with office and remote rotation.

Employment Equity Requirement:

• This is a B-BBEE aligned position.