Overview
First Line Support Engineer Jobs in Brackenfell, Western Cape, South Africa at Food Lover’s Market Holdings
Title: First Line Support Engineer
Company: Food Lover’s Market Holdings
Location: Brackenfell, Western Cape, South Africa
Job Specification
Fist Line Support Engineer
Department: IT Department
Location: Food Lovers Market Head Office – Brackenfell, Cape Town
Report To: Support Manager.
Job Purpose
The Agent plays a pivotal role in delivering exceptional customer service within the company. The Agent acts as a liaison between customers and technical teams to facilitate smooth service delivery and ensure customer satisfaction.
With strong administrative skills and a customer-focused approach, you will provide a friendly and proactive service to customers, ensuring efficient handling of each query and request.
Key Responsibilities
· Act as the first point of contact for all IT incidents and service requests.
· Answer incoming support calls and respond to tickets, emails and other approved support channels.
· Create accurate and complete tickets for all incidents and requests.
· Obtain all relevant information from the user before commencing troubleshooting.
· Identify the affected store, user, system, device and business impact.
· Categorise and prioritise incidents correctly according to the agreed IT Support procedures and SLA.
· Always provide professional and courteous support.
· Maintain clear and accurate ticket notes throughout the incident lifecycle.
· Confirm that the issue has been resolved before closing a ticket where practical.
· Work closely with 3rd party vendors to ensure effective support and service delivery.
· Identify trending issues and escalate them to the Incident Supervisor or Support Manager where necessary.
· Follow up with customers to ensure satisfactory resolution and service delivery.
· Regularly monitor open and pending requests, ensuring all requests are attended to within agreed timelines.
Job & Skill Requirements
- Basic computer skills (Microsoft Office)
- Strong organisational skills
- Ability to work under pressure and manage multiple tasks simultaneously
- Customer-centric attitude and strong service focus
- Excellent attention to detail
- Ability to manage workload effectively
- Assist with administrative tasks within the IT Department, including (but not limited to):
- Arranging couriers when stock is waiting for transport
- Ensuring all branch details in company systems are accurate and up to date
- Assisting with reporting and administrative support tasks
Personal Specification
- Exceptional verbal and written communication skills in English
- (Afrikaans will be beneficial)
- Motivated, trustworthy, honest, and reliable
- Able to work well under pressure and in a fast-paced environment
How to Apply
Please email your updated CV in Word format to: