14/04/2025
We're hiring! Lanline Technologies is looking for a proactive and tech-savvy IT Support Agent (Tier 1) to join our team and provide first-line technical support.
Job Description
Job Title: IT Support Agent (Tier 1)
Location: Stellenbosch (Onsite)
Reports to: Chief Technology Officer.
Department: IT Support
Job Type: Full-time, Junior Role
Industry: Telecommunications
Employment Type: Full-time
Position Summary:
We are seeking a highly motivated and customer-oriented IT Support Agent to join our team. This is an
entry-level position (Tier 1) within our IT support department. The ideal candidate will be fluent in English
and Xhosa. The candidate will be responsible for assisting end-users with a variety of technical issues in a
timely and efficient manner. The role involves providing support through various channels such as phone,
email, and chat but mostly onsite support.
Key Responsibilities:
• Setting up new computers: Configure and install computers for end-users, ensuring they are ready
for use.
• Installing, configuring, and maintaining software and hardware: Ensure that both software and
hardware components of computers are up to date and functioning correctly.
• Diagnosing, troubleshooting, and resolving issues: Provide support to resolve software and
hardware issues, and escalate to IT Support Technician when necessary.
• Repairing and replacing damaged computers: Perform repairs or replacements on damaged
hardware, escalating to the IT Support Technician when required.
• Monitoring and Reporting: Regularly check 3rd Party apps monitoring stats and update the team on
the system’s status.
• Supporting end-users: Offer support to end-users who encounter challenges with their devices,
escalating issues to the IT Support Technician when needed.
• Maintaining technical documentation: Regularly update and maintain technical documentation,
working alongside the IT Support Technician.
• Testing new hardware and software: Assist the IT Support Technician in testing new hardware and
software before full-scale installation.
• Traveling to other branches: Travel to other organizational branches to troubleshoot issues as
necessary.
• General IT-related support: Provide general IT support and duties as needed.
Required Skills and Qualifications:
• Fluency in English and Xhosa (spoken and written) is essential for assisting a diverse user base.
• Basic knowledge of computer systems, hardware, and software.
• Familiarity with operating systems (Windows, Mac OS) and common business applications.
• Strong problem-solving skills and a logical approach to troubleshooting.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Strong customer service orientation, with a friendly and professional demeanor.
• A team player with the ability to work independently when required.
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Desirable Qualifications:
• A technical certification (e.g., CompTIA A+, ITIL Foundation) is a plus, but not required.
• Previous experience in a customer service or IT support role is a plus.
Working Conditions:
• Full-time position with regular working hours.
• Occasional travel to other organizational branches to troubleshoot IT issues.
• Exposure to varied technical environments and systems.
• The role involves multitasking between providing remote support and, at times, in-person
troubleshooting.
To apply for this position please send your CV with a cover letter to: [email protected]
