Tier 1 / Junior-Mid / Tech Support Engineer

Introduction

The Support Engineer (Tier 1) is the first line of defence for Afrishore's global IT environment, working from a centralised operations function to monitor, triage and resolve incidents across multiple services and sites. The Engineer is the primary hands-on responder for end-user requests, platform alerts and equipment needs, combining structured incident management with practical ownership of workstation and asset deployment. The role sits within two core streams: incident management delivered from a global, centralised environment, and productivity support through the deployment and control of workstations, equipment and assets. Both streams are execution-based and client-facing the Engineer resolves issues and requests directly, escalating only when the work is genuinely beyond Tier 1 scope.

Duties & Responsibilities

KEY RESPONSIBILITIES

1.  Incident Management — Centralised Environment

The Engineer monitors and supports the global service estate from a centralised environment, acting as the first responder for incidents and alerts across multiple platforms and clients.

Monitoring & Proactive Alertness

• Continuously monitor systems, dashboards and alerting tools across the supported service estate.

• Identify developing issues before they escalate into user-facing incidents.

• Maintain situational awareness across the environment during a shift, including:

• Recognising recurring issues or patterns rather than treating each ticket in isolation.

• Flagging anomalies proactively rather than waiting for a user-reported fault.

• Keep shift handovers accurate and complete for continuity across shifts and teams.

Troubleshooting & Multi-Service Support

• Troubleshoot across a range of services  network, endpoint, application and infrastructure-level issues  applying structured diagnostic steps before escalating.

• Move between different platforms, tools and client environments without losing quality or pace.

• Take ownership of tickets end-to-end: acknowledge, investigate, resolve or escalate and close out with clear documentation.

• Escalate proactively and appropriately when an issue is outside Tier 1 scope, ensuring a clean, well-documented handover to Tier 2/3 or specialist teams.

2.  Productivity, Deployment & Asset Management

The Engineer manages the practical deployment and lifecycle of workstations, equipment and assets, ensuring end users are equipped and productive.

Workstation & Equipment Deployment

• Manage the deployment of workstations, laptops, peripherals and related equipment to end users, including imaging, configuration and setup.

• Coordinate and execute equipment moves, adds and changes with minimal disruption to user productivity.

• Carry out first-time-right installations, minimising callbacks, revisits and rework.

• Perform post-deployment quality checks to confirm equipment is fully functional before handover.

Asset Control & Records

• Maintain accurate, traceable asset records  logging movement, ownership, location and status of all hardware and equipment.

• Support equipment readiness, stock/asset visibility and lifecycle tracking, from deployment through to retirement or return.

• Maintain professional, client-facing conduct during any on-site or user-facing deployment activity.

TECHNOLOGY & TOOLING SCOPE

The Engineer is expected to develop proficiency across the following platforms and systems:

Monitoring & Ticketing

• Monitoring and alerting platforms  dashboard review, anomaly identification, first-line fault escalation

• ITSM ticketing systems  logging, SLA tracking, escalation workflows

Endpoint & Deployment

• Workstation imaging and configuration  build, deploy, first-time-right installation

• Asset management tooling movement logging, lifecycle tracking, record accuracy

Networking Awareness

• Core connectivity and troubleshooting  LAN/Wi-Fi, VPN, basic routing and switching

• Software-defined networking (SDN) awareness  recognising controller-based and cloud-managed network environments (e.g. SD-WAN, SD-Access) and knowing when to escalate to a networking specialist, without designing or operating these environments directly

AI-Assisted Support

• Using generative AI tools responsibly within helpdesk workflows  ticket triage, log summarisation, drafting user communication — while validating AI output rather than accepting it uncritically

Desired Experience & Qualification

MINIMUM REQUIREMENTS

Experience

• 1–3 years in a technical support, service desk or IT deployment role.

• Exposure to monitoring/alerting tools and structured incident troubleshooting.

• Hands-on experience with workstation deployment, imaging or asset management is advantageous.

• Experience working within a managed services, BPO or outsourced IT support environment advantageous.

Education & Certification

• Core foundation (one of): CompTIA A+ (Core 1 & 2, current version) or Cisco Certified Support Technician (CCST) – IT Support.

• Networking literacy (one of): CompTIA Network+ or Cisco Certified Support Technician (CCST) – Networking.

• AI-in-support fluency: CompTIA AI Help Desk Essentials or equivalent, covering AI use in real helpdesk workflows  ticket triage, log analysis, user communication.

• Nice-to-have: Microsoft AI-901 (AI Fundamentals) as a general AI literacy credential.

• Diploma in Information Technology from a SAQA-accredited institution (e.g. an IIE Diploma in IT, CHE-accredited and NQF-registered) may be considered in place of the above certifications.

• Matric/Grade 12 or equivalent as a minimum.

Competencies

• Methodical fault diagnosis applies a structured, step-by-step approach to every incident before escalating.

• Comfortable working across multiple services, clients or environments without losing accuracy.

• Attention to detail particularly around documentation, ticket notes and asset records.

• Clear, professional communicator, both with end users and internally on handovers.

• Composure under pressure maintains structured, methodical support during high-volume incident scenarios.

• Able to work shift patterns aligned to a global, 24/7 support model where required.

Package & Remuneration

Market Related