IT Specialist (End User Support)

SUMMARY:
Join a trusted legal firm in Pretoria East where your role will be vital to maintaining smooth, reliable IT systems that enable uninterrupted professional legal operations and ensure efficient user productivity.

POSITION INFO:
Job Purpose:

To provide first-line technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, printer, email, and system-related issues. The role ensures that users can work efficiently with minimal disruption and that support requests are handled in a professional and timely manner.

Key Responsibilities

• Provide first-line support to users for desktops, laptops, printers, mobile devices, email, and standard business applications.
• Log, track, and manage support requests through the helpdesk or ticketing system.
• Diagnose and resolve technical issues remotely and on-site.
• Escalate unresolved or complex issues to second-line support, vendors, or system administrators where necessary.
• Install, configure, and maintain computer hardware, software, and peripheral devices.
• Set up new user accounts, devices, and access rights in accordance with company procedures.
• Assist users with password resets, account lockouts, and access-related issues.
• Support Microsoft 365, Windows, Teams, Outlook, printers, scanners, and common office applications.
• Perform routine maintenance, updates, and software installations.
• Ensure that all equipment is correctly recorded in the asset register.
• Provide user training and basic guidance on systems and applications.
• Maintain accurate documentation of incidents, resolutions, and IT procedures.
• Assist with workstation setups, office moves, and onboarding of new employees.
• Monitor recurring issues and report trends to management.
• Follow IT security, backup, and data protection procedures.
• Maintain a professional, courteous, and service-oriented relationship with users.

• Matric and relevant IT qualification
• 1–3 years’ IT support experience in the legal industry
• Good knowledge of Windows and Microsoft 365
• Strong troubleshooting and communication skills
• Experience with helpdesk/ticketing systems advantageous

• May be required to travel between offices or sites.
• May be required to work after hours or on standby from time to time.
• Valid driver’s licence