L1 Support Agent - Cape Town - Planet10

    Planet10
    Planet10 Cape Town

    17 hours ago

    Default job background
    Description

    Duties:

    • Perform activities based on guides provided.
    • Interact directly with End-Users of the systems.
    • System Health check (e.g. backups, server health, integration reporting).
    • End user support triage and escalation to L2 users.
    • Simple user requests (e.g. over the shoulder support, FAQs).
    • Service Request processing (e.g. User onboarding).
    • System personalisation (e.g. search filters).
    • Respond to end-user queries (e.g. access level queries, reporting, user-level incidents).
    • Respond to system event alerts, log faults (e.g. System performance incidents).
    • Usability checks (e.g. system responsiveness).
    • Create problem records (e.g. for repeat incidents).
    • Data Quality checks (e.g. foundation data validation).
    • Integration reporting (e.g. ticket status alignment).
    • User attestation reports.
      • 1-2 years of working experience
      • English and Portuguese Speaking – Basic Skills
      • Shift Requirement
      • 100% on-site
      • Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial


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