We are seeking a dedicated and proactive IT Support Technician to join our Consultancy IT team in Centurion. In this role, you will be the first line of technical support for our end-users, handling helpdesk tickets, and assisting with the ongoing maintenance of our IT systems. You will be responsible for providing timely and effective remote and on-site support, ensuring that technical issues are resolved efficiently to minimize disruption to the business.
Key Responsibilities
- Helpdesk Support:
Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk software. - Provide remote and on-site support for hardware, software, and network issues.
- Troubleshoot and resolve basic IT issues, escalating more complex problems to senior IT staff when necessary.
- Ticket Management:
Manage and prioritize helpdesk tickets, ensuring timely resolution and keeping users informed of progress. - Document and track all incidents, requests, and resolutions using the company's ticketing system.
- Follow up with users to ensure issues have been resolved satisfactorily.
- Technical Support:
Install, configure, and maintain desktops, laptops, printers, and other IT equipment. - Assist with the installation and troubleshooting of operating systems, software applications, and updates.
- Support network connectivity issues, including Wi-Fi, VPN, and LAN.
- User Account Management:
Assist with the creation, management, and troubleshooting of user accounts, including email and access permissions. - Reset passwords and manage user access to systems and applications as per company policies.
- IT Administration:
Maintain accurate records of hardware and software inventory. - Assist in the setup and maintenance of IT documentation, including user guides and procedures.
- Provide basic training to end-users on IT systems and best practices.
- Standby & On-Site Support:
Participate in standby support on a roster basis, responding to urgent technical issues outside of regular working hours. - Provide on-site support when necessary, including troubleshooting and resolving technical issues that cannot be handled remotely.
- Continuous Improvement:
Identify opportunities for improving IT support processes and suggest enhancements. - Stay updated on the latest industry trends and technologies relevant to the role.
Requirements
- Soft Skills:
Excellent communication skills, both written and verbal. - Strong problem-solving abilities and attention to detail.
- Customer-oriented attitude with a focus on delivering high-quality support.
- Ability to work independently and as part of a team.
- Other Requirements:
Willingness to occasionally work outside regular hours to support critical issues. - Ability to participate in standby support on a roster basis.
- A valid driver's license and access to reliable transportation for on-site support.
- Qualifications:
A diploma or degree in Information Technology, Computer Science, or a related field. - 2-4 years of experience in an IT support role.
- Proficiency in Microsoft Windows and Office 365 environments.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).
- Familiarity with remote support tools and helpdesk software.
Desired Skills:
- Helpdesk Support
- IT Support Engineer
- Support Desk
- IT Helpdesk
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