SUMMARY:
The successful candidate will provide 1st- and 2nd-line telephonic, remote, and physical hardware and software support to end users.
POSITION INFO:
Key Performance Areas
• Provide deskside support to our Client end users at the Bellville offices, Monday to Friday, 08h00–16h00, responding to all calls logged via the Central Service Desk within agreed SLA timeframes.
• Deliver 1st-line support across desktop and laptop hardware, printers, network connectivity, servers, email, and business applications; escalate 2nd-/3rd-line issues via the Ingrain IT Helpdesk to Ingrain IT or the relevant vendor per the agreed escalation matrix (Level 1 Helpdesk → Level 2 IT Technician → Level 3 IT Expert/Vendor).
• Support current Microsoft technologies, including Windows 10/11 desktop and laptop operating systems, Windows Server, and Microsoft 365 (Outlook/Exchange Online, Teams, SharePoint, OneDrive, Word/Excel/PowerPoint), plus Microsoft Project and Adobe Acrobat Professional.
• Provide LAN/Wi-Fi networking support with a working knowledge of TCP/IP, and perform basic server and directory administration (Active Directory / Azure AD (Microsoft Entra ID) user and device management).
• Support telephony and unified communications (VoIP handsets, Microsoft Teams calling) and audio-visual/meeting room equipment.
• Coordinate and install end-user hardware, software, and mobile devices (including MDM-enrolled smartphones and tablets), ensuring only licensed software is installed on Ingrain assets.
• Maintain accurate asset and configuration records, and manage vendor liaison and escalation for hardware/software warranty issues.
• Comply with information security requirements and the Protection of Personal Information Act (POPIA) when handling client data.
• Be available for occasional travel between sites and after-hours/weekend on-call support as operationally required, in line with the SLA''s overtime provisions.
• Maintain excellent customer service standards at all times.
Job Requirements
Experience & Qualifications
• Grade 12 (Matric)
• CompTIA A+ and Network+ certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate (or Microsoft Certified: Endpoint Administrator Associate – MD-102)
• ITIL Foundation certification would be an advantage
• Microsoft Certified: Azure Fundamentals (AZ-900) would be an advantage
• At least 3 years'' field experience as a Deskside Technician / Desktop Support Engineer in a 2nd-line support role
• A valid driver''s licence and a roadworthy vehicle
Skills & Specifications
• Strong Windows 10/11 desktop and laptop support skills
• Solid Microsoft 365 / O365 administration and support skills, including Intune/endpoint management
• Strong LAN and Wi-Fi support skills, with good knowledge of TCP/IP
• Basic Windows Server and Active Directory / Azure AD (Entra ID) administration skills
• Experience supporting VoIP telephony and audio-visual/collaboration equipment
• Ability to assimilate new software capabilities and functionality quickly
• Sound understanding of ITIL incident and service management principles
• A focus on client service and perseverance in resolving issues within SLA timeframes
• Ability to troubleshoot hardware and software problems independently
