IT Support Technician

Company Overview: Our client is a well-established organization known for its commitment to providing top-tier IT support services. The company values excellence, integrity, and growth, and fosters a supportive environment for its employees. As an equal opportunity employer, the company is committed to promoting diversity and inclusion.

Role Overview: The IT Support Technician will be responsible for providing technical support, maintaining IT systems, and ensuring the smooth operation of the organization's IT infrastructure. This role involves troubleshooting issues, mentoring staff, and contributing to IT projects. It is a hybrid role that requires a mix of technical skills, communication, and problem-solving abilities.

Key Responsibilities:

• Serve as the first point of contact for IT support requests (phone, email, ticketing system).
• Provide support for hardware, software, and network issues.
• Conduct basic troubleshooting, including password resets, software installations, and connectivity problems.
• Document support interactions in the ticketing system.
• Escalate complex issues to higher support levels when necessary.
• Monitor and resolve helpdesk tickets, maintaining timely communication with end-users.
• Collaborate with external vendors for advanced troubleshooting.
• Participate in IT projects, including system upgrades and technology rollouts.
• Ensure data security and compliance with organizational policies.
• Maintain accurate records of IT processes and configurations.

Competencies and Attributes:

• Excellent problem-solving and communication skills.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Proactive and adaptable mindset.
• Strong commitment to providing quality support.

Qualifications:

• Matric certificate (required).
• Diploma or degree in IT, Computer Science, or related field (preferred).
• Certifications in CompTIA A+, Network+, or Microsoft 365 (advantageous).
• 5+ years of experience in IT support or a similar role.
• Proficiency in Windows, macOS, and Microsoft 365.
• Strong knowledge of networking, Active Directory, and virtualization technologies.
• Valid driver's license and own vehicle.