IT Support Technician

The role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person or by telephone) in a timely and accurate fashion and provide end-user assistance where required.

• Receives and processes user complaints
• Hardware and Software support
• Logging and Managing Calls through Helpdesk Management System
• Trains users on computer literacy
• Manage PCI Compliance
• Monitoring servers and doing health checks
• Liaising with 3de party service providers
• Provides technical guidance and assistance other team members and users when required
• Updates computer software and operating systems
• Remotely or physically assists in computer-related concerns
• Ensure adherence to service level agreements to maintain effective customer service
• Managing customer expectations and ensuring service recovery
• Problem solving - research problems/solutions and make recommendations as needed
• Document fixes; solutions; and ensuring knowledgebase is updated.
• Ensuring that technical knowledge is current
• Good personal time management skills
• Sets up and configures new computer hardware
• Pre-build and setup PCs/ notebooks and systems where required.
• Basic networking experience to assist IT shared services
• Provide user support and problem resolution for desktop computers, network access and E-mail
• Proficiency in Microsoft System Centre Configuration Manager (SCCM) and Intune
• Application packaging, software deployment, imaging, and patch management of workstations
• Assist in maintaining the desktop hardware and software asset register
• Ensuring excellent working knowledge of the equipment maintained in the IT estate and maintaining security of assets and confidential information
• To undertake any other reasonable duty or project within reason as required by the organisation
• Ensure compliance to all Health and Safety standards and report any unsafe conditions to the relevant stakeholders

• National Senior Certificate (Grade 12)
• NQF level 5 - 6 IT Qualification in Information Technology or valid IT Certification, i.e. CompTIA, Microsoft, etc.
• Certification from software / hardware manufacturer, i.e. Dell, Microsoft, etc. (beneficial)
• Proficient in Unisolve and Leap advantageous

At least 2 - 5 years' experience as a desktop support engineerIT support technician

• Knowledge of the following is required:
• Microsoft Windows Operating systems
• Microsoft Office and 365
• Desktop and Laptop hardware components and peripheral hardware
• Microsoft Active Directory
• File and print sharing
• Anti-virus and security
• Updating and deploying Firmware and BIOS Upgrades
• Patch management
• Microsoft SCCM and Intune
• Troubleshooting and running diagnostics.
• Excellent knowledge of PC and desktop hardware.
• Hands-on hardware troubleshooting experience.
• Networking
• Working technical knowledge of current protocols, operating systems, and standards.

• Deciding and Initiating Action
• Presenting and Communicating Information
• Writing and Reporting
• Applying Expertise and Technology
• Analysing
• Planning and Organising
• Delivering Results & Meeting Customer Expectations
• Following Instructions and Procedures