Website Redline Recruitment

Tier 1 IT Help Desk Technician – International Company based in USA- Remote Position in SA

Job Title: Tier 1 IT Help Desk Technician


HOURS: 14:00- 10:00 PM SAST (South African time)

SALARY: $1500/month USD.

Job Description:

Overview: We are seeking a motivated and customer-focused individual to join our IT team as a Tier 1 Help Desk Technician. In this entry-level position, you will be the first point of contact for internal users seeking technical assistance and support. The ideal candidate will have a passion for technology, excellent communication skills, and a desire to learn and grow in the field of IT support.


  1. Technical Support:
    • Provide first-level technical support to end-users via phone, email, or in-person.
    • Troubleshoot and resolve hardware, software, and network issues in a timely manner.
    • Assist users with login/authentication problems, password resets, and basic software installations.
  2. Ticket Management:
    • Create, update, and escalate support tickets using the help desk ticketing system.
    • Document all troubleshooting steps and resolutions accurately and thoroughly.
    • Prioritize and manage workload effectively to meet service level agreements (SLAs).
  3. User Training and Education:
    • Educate users on basic IT procedures and best practices to improve self-service capabilities.
    • Provide guidance on using standard software applications and operating systems.
  4. Hardware and Software Setup:
    • Assist with the setup, configuration, and deployment of desktops, laptops, printers, and other IT equipment.
    • Install, upgrade, and troubleshoot software applications and operating systems.
  5. Collaboration and Knowledge Sharing:
    • Collaborate with Tier 2 support technicians and other IT team members to resolve complex issues.
    • Share knowledge and contribute to the development of technical documentation and training materials.


  • High school diploma or equivalent; bachelor’s degree in a related field is a plus.
  • Basic understanding of computer hardware, software, and networking concepts.
  • Strong problem-solving skills and ability to think logically and analytically.
  • Excellent communication and interpersonal skills; ability to communicate technical information to non-technical users.
  • Customer service-oriented mindset with a desire to help others and provide a positive support experience.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Familiarity with help desk ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
  • Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are beneficial but not required.

Join our dynamic IT team and kick-start your career in technology by providing essential support to our end-users and contributing to the overall success of our organization.

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