IT Support Technician (JHB)

Summary

This role is ideal for a technically skilled and support-oriented individual who thrives in a fast-paced environment. The IT Support Technician will play a vital role in maintaining and enhancing IT equipment and operations for our client, ensuring smooth support delivery, and supporting users across the organisation. With a strong foundation in IT systems, hardware, and support services, the successful candidate will contribute significantly to our client’s operational efficiency and user satisfaction.

Role Description

The purpose of this role is to accelerate IT equipment rollouts for our client by configuring laptop and desktop equipment for users. The IT Support Technician will inspect IT equipment, diagnose faults, reconfigure and reimage devices (including loading necessary software), decommission old machines, repair and redeploy equipment where possible.

As an experienced IT Support Technician, you will be part of the support team ensuring smooth installations of IT systems based on SLAs. You will use your strong technical background and excellent support skills to deliver efficient and effective services. Responsibilities include daily support operations, resolving technical issues promptly, and maintaining high customer satisfaction.

You will monitor users and provide regular feedback to your client manager. You’ll also maintain and improve IT support processes, ensuring compliance with company policies and industry best practices. Collaboration with IT departments and stakeholders is essential to resolve recurring issues, implement preventive measures, and enhance service quality.

Strong communication and interpersonal skills are required to interact effectively across all levels of the organization. You must be proactive in identifying issues and implementing solutions to prevent disruptions. Vendor management, contract negotiation, and SLA compliance are also part of the role.

You’ll play a critical role in ensuring the reliability and efficiency of our client’s IT infrastructure, staying current with emerging technologies and recommending improvements. Your ability to manage multiple priorities, solve complex problems, and work effectively in a team is essential.

You will provide and manage first-level IT support, serve as the first point of contact for technical issues, and prioritise impactful tasks. You must follow up with users and service providers regarding deliverables and outstanding resolutions.

The role requires good health and physical capability to move heavy equipment across building floors. You must be professional, efficient, and effective in a fast-paced environment, willing to take on additional responsibilities, work overtime when needed, and contribute to team objectives.

Key Areas of Work

• Laptops 
• Desktops 
• Applications/Software/Imaging 
• Network Environment 
• End-User Environment 
• Call Logs 

Technical Responsibilities: Client Support Delivery

• Manage warranty, guarantee, and repair claims 
• Contact users who have logged tickets and update managers 
• Schedule upgrades and manage user expectations 
• Monitor and manage return of old assets 
• Meet individual & team’s SLAs 
• Troubleshoot user issues telephonically or off-site as required
• Confirm user satisfaction before closing tickets 
• Perform quality checks before and after service 
• Inspect equipment aesthetics, specifications, hardware/software functionality, serial numbers, and call logs 

Equipment Assessment Administration

• Assess and report faulty unit returns to service providers/ manager or team leader
• Determine warranty status of damaged equipment 
• Quote repairs and update ticket system 
• Request and prepare replacement units 
• Schedule appointments for on-site queries and equipment delivery 
• Prepare monthly support reports 
• Respond to user emails as required

Required Technical Knowledge

• Strong understanding of company systems and processes 
• LAN/WAN networks 
• Internet and email services 
• Security management 
• Expertise in laptops, desktops, hardware/software installation and configuration 
• Diagnostic and troubleshooting skills 
• Root cause analysis 
• Excellent communication (written and verbal) 
• Current best practices in IT systems and security 
• Confidentiality and independence 
• Problem-solving and prioritization 
• Time management and project delivery focus 

Laptop & Desktop Environment

• Implement and upgrade security technologies 
• Test and apply patches 
• Implement desktop application environments 
• Microsoft OS experience (XP, Vista, 7, 8/8.1, 10 & 11) 
• MS Office, driver setup, OS configuration 
• Hardware knowledge across OEM brands 
• Apple Mac and basic macOS knowledge 
• BIOS upgrades 
• Equipment maintenance and diagnostics 
• Repair faulty machines 
• Support other users as needed 

Network Environment

• Proactive maintenance and troubleshooting 
• Execute upgrades with minimal user impact 
• Optimise IT infrastructure 
• Apply best practices 
• Administer Windows Server 2012 

End-User Environment

• Liaise with internal and external users 
• Maintain professionalism and presentation 
• Strong people skills and business acumen 
• Organized, self-motivated, dependable 
• Teamwork and independence 
• Attention to detail and pressure handling 
• Time management and coordination 
• Exceptional user relationship management 

Qualifications, Knowledge and Skills

• 3–5 years’ experience in a related environment 
• Matric Certificate 
• Certifications:
  • A+, N+, MCSE, MCSA, MCP 
  • Windows Server Infrastructure fundamentals 
  • Microsoft Office 2013 (Excel, Outlook, PowerPoint, Word) 
  • Microsoft Windows 8 
  • MS security knowledge (user rights, group policies, patch management) 
  • SQL knowledge (advantageous) 
• IT Degree or 3-year diploma (preferable) 

Other Role Requirements

• Adaptability and resilience under pressure 
• Assertiveness and confidence 
• High work ethic and discipline 
• Ability to work with minimal supervision 
• Physical capability to move equipment 
• Good health 
• Preferably non-smoker 
• Willingness to take on additional responsibilities 
• Overtime availability 
• Flexibility to assist other areas 
• Accountability for targets 
• Effective communication with managers and team leaders 
• Scheduling and planning 
• Change management support 
• Continuous learning and development 
• Integrity and trust 
• Logical and critical thinking 
• Service delivery focus 
• Remote work (only if required) 

Applications/Software/Imaging Environments

• Windows Vista, XP, 7, 8/8.1, 10 & 11
• MS Office 
• Driver setup and OS configuration 
• Apple Mac 
• Call Logs 

General Business Conduct

Delivering Results

• Organized and meticulous 
• Reliable and goal-oriented 
• Task completion and meeting attendance 

Solving Problems

• Timely updates and documentation 
• Data interpretation and solution provision 
• Analytical reporting 

Adapting Approaches

• Embrace and assist with change 

Learned Competencies

• Continuous learning and benchmarking 
• Product/service knowledge 
• Service delivery focus