IT Support Technician

SUMMARY:
-

POSITION INFO:

Job description:

The Support IT Technician provides first-line technical support to end-users across the company. The role involves diagnosing and resolving hardware, software, and network issues, maintaining IT assets, and ensuring system reliability. The technician will support both on-site and remote users, ensuring minimal downtime and adherence to IT security and compliance standards. This hybrid position combines hands-on technical problem-solving with proactive system maintenance and user support.

Education and Experience:

• Grade 12 / Matric
• Relevant IT certifications (e.g., CompTIA A+, N+, or equivalent)
• 1–3 years of experience in IT support or helpdesk environments.
• Strong understanding of Windows OS, Microsoft Office Suite, and basic networking principles.
• Familiarity with Active Directory, Office 365, and remote support tools.
• Knowledge of hardware setup, configuration, and troubleshooting.
• Experience in a hybrid or multi-site support environment, as well as experience with system upgrades and automation tools.
• Ability to work independently, manage multiple requests, and provide customer-focused service.
• Able to work both in-office and remotely, may require occasional after-hours work for maintenance or emergencies.

Responsibilities:

• User Support: Provide remote and on-site technical assistance to staff via phone, email, or remote access tools.
• Troubleshooting: Diagnose and resolve issues with hardware, software, and network connectivity efficiently.
• Systems Maintenance: Install, configure, and maintain desktops, laptops, printers, and related IT equipment.
• User Administration: Set up new user accounts, manage access permissions, and ensure secure deactivation of users and devices.
• Documentation & Asset Management: Maintain accurate records of IT assets, support activities, and system configurations.
• System Upgrades & Backups: Assist with system updates, patches, and routine data backups.
• Issue Escalation: Escalate complex or unresolved issues to senior IT staff or external vendors.
• Compliance & Training: Ensure compliance with IT policies and security standards; provide basic IT guidance or training to staff as needed.

Key Skills/ Competencies:

Technical & Functional Skills:

• Strong problem-solving and analytical ability.
• Proficient in Microsoft Office applications, Windows OS, and common enterprise tools.
• Excellent communication skills — able to explain technical information clearly to non-technical users.
• Sound understanding of IT security, access management, and data integrity practices.
• Planning and organisational skills with attention to detail.

Behavioural Competencies:

• Customer-focused and service-oriented attitude.
• Dependable and accountable with strong follow-through.
• Excellent time management and multitasking ability.
• Integrity and professionalism when handling confidential information.
• Adaptable and able to remain calm under pressure.
• Eagerness to learn and continuously improve processes.