IT Support Technician

SUMMARY:
We are looking for a hands-on and reliable IT Support Technician to provide day-to-day technical support to users across our business and client environments.

The position is primarily remote-based, with a 3-month onsite rotation in Piketberg during harvest season, when additional hands-on IT support is required. You will work remote the other 9 months.

This is a practical support role suited to someone who enjoys troubleshooting, working directly with users and solving day-to-day IT problems. The successful candidate must be comfortable working independently, managing multiple support requests and providing occasional standby support outside normal working hours.

POSITION INFO:
Minimum Requirements

1. Grade 12 / Matric – essential.
2. IT Diploma, Certificate or equivalent technical qualification.
3. CompTIA A+, Network+ or similar IT certification - preferred
4. Microsoft-related certification or training - preferred
5. 1–3 years' experience in IT technical support or a managed services environment.
6. Previous experience in an MSP / managed services environment is essential.
7. Experience with Microsoft Azure/Microsoft 365 administration.
8. Experience with firewall or switch configuration.
9. Experience working in an MSP environment supporting multiple clients.
10. Experience supporting multiple users or client environments will be advantageous.
11. Practical troubleshooting skills with the ability to diagnose and resolve common IT problems.
12. Willing to participate in standby support outside normal working hours.
13. Valid driver's licence and own reliable transport.
14. Own smartphone
15. Comfortable with light physical work, including moving IT equipment, network cabling and occasional ladder use.
16. Clear criminal record; background checks will be conducted.

• Windows 10 and Windows 11.
• Microsoft 365, including Outlook, Teams, SharePoint and OneDrive.
• Basic networking, including LAN/WAN, Wi-Fi, VPN, TCP/IP, DHCP and DNS.
• Basic Windows Server support.
• Active Directory and/or Microsoft Entra ID.
• Remote Monitoring & Management (RMM) tools.
• IT ticketing and monitoring systems.
• Basic cybersecurity practices, including patching, antivirus, password security and phishing awareness.
• Basic hardware and peripheral troubleshooting.

• Provide remote technical support to users via telephone, email and Microsoft 365 tools.
• Troubleshoot Windows 10/11 desktops and laptops.
• Install, configure, update and maintain computers, laptops and peripheral devices.
• Provide support for Microsoft 365 applications including Outlook, Teams, SharePoint and OneDrive.
• Set up new users, devices and workstations.
• Monitor devices and systems using remote monitoring and management (RMM) tools.
• Identify and resolve technical issues or escalate more complex problems when required.

• Troubleshoot basic network connectivity issues.
• Support Wi-Fi, routers, switches, VPNs and network cabling.
• Perform basic network and infrastructure troubleshooting.
• Assist with basic Windows Server support, including server checks, restarts, backup checks and disk-space monitoring.
• Assist with configuration changes and system adjustments.

• Work onsite for approximately 3 months 
• Provide face-to-face IT support to staff and users.
• Install, configure and repair computers and other IT equipment.
• Set up workstations and network equipment.
• Run, repair and troubleshoot network cabling.
• Assist with physical IT installations and equipment moves.
• Provide hands-on technical support during busy harvest periods.

• Create and maintain user accounts and permissions.
• Assist with Active Directory and Microsoft Entra ID administration.
• Process user access and permission requests.
• Assist with device configuration and deployments.

• Log, manage and resolve IT support tickets.
• Keep users informed of the progress of support requests.
• Accurately document technical issues, troubleshooting steps and solutions.
• Maintain accurate IT documentation and system information.
• Monitor backups and assist with basic recovery tasks.

• Apply basic cybersecurity best practices.
• Ensure devices are appropriately patched and updated.
• Assist with antivirus and security-related checks.
• Identify and report phishing attempts or suspicious activity.
• Handle user information, passwords and company data confidentially and securely.

• Participate in standby support outside normal working hours when required.
• Respond to urgent technical issues within the agreed support arrangements.