SUMMARY:

IT Technician – Cape Town & Stellenbosch

Intro

POSITION INFO:

Duties & Responsibilities

• Provide technical support for desktops, laptops, mobile devices, printers, and other peripherals.
• Diagnose and resolve hardware and software problems by assessing business impact, prioritising incidents, conducting diagnostics, and recording issues and resolutions.
• Manage the complete lifecycle of user endpoints, from onboarding through to offboarding.
• Resolve Helpdesk requests with minimal supervision and take ownership of issues through to completion.
• Provide professional IT support to senior stakeholders, including directors and legal professionals.
• Troubleshoot Windows 10/11, Microsoft 365, and various application-related issues.
• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Assist with endpoint management, including Intune and applicable device policies.
• Administer and support Active Directory, Azure AD, Group Policy, DNS, and DHCP.
• Provide user support for iManage/Filesite.
• Support VPN, Wi-Fi, LAN/WAN, and general network connectivity.
• Build, rebuild, replace, and maintain workstations as part of the device lifecycle.
• Apply and maintain IT security requirements, including endpoint protection, patching, and access controls.
• Assist with user access reviews and the IT aspects of employee offboarding.
• Encourage cybersecurity awareness and appropriate security practices among users.
• Maintain clear communication with users and the IT team throughout the resolution of issues.
• Keep ticket information, technical notes, and other IT documentation accurate and up to date.
• Assist with IT asset management and stock control.
• Liaise with external vendors regarding equipment repairs, warranties, and escalated technical matters.
• Share technical knowledge and contribute to team training and agreed IT standards.
• Contribute to the improvement of IT processes, documentation, and the overall user experience.
• Participate in after-hours or weekend standby support when required.
• Provide support across IT-related activities within the Western Cape.
• Work effectively across both office locations as required.

Requirements

• Grade 12.
• 2–4+ years' experience in a corporate IT support environment; experience within a professional services or legal environment is advantageous.
• Experience providing both in-person and remote user support.
• Practical experience supporting Windows 10/11 and Microsoft 365.
• Experience with Windows Server, Hyper-V, and VMware.
• Strong understanding of Active Directory, Azure AD, DNS, DHCP, TCP/IP, and SMTP.
• Experience supporting Teams, SharePoint, Exchange, and Exchange Online.
• Working knowledge of network infrastructure and connectivity technologies, including LAN/WAN, Wi-Fi, and VPN.
• Working knowledge of endpoint security and patch management systems and applications.
• Working knowledge of SQL.
• Relevant IT certification(s), such as Microsoft or CompTIA, would be advantageous.
• Valid driver's licence and own reliable transport are required.
• Willingness and ability to travel between the Cape Town and Stellenbosch offices as part of the role.
• Friendly and helpful approach when assisting users.
• Strong interpersonal skills and the ability to work effectively with others.
• Competence using Microsoft applications for IT support, reporting, and documentation.
• Good written and verbal communication skills.
• Strong attention to detail and the ability to remain effective under pressure.
• Ability to work both independently and as part of a team.
• Good task prioritisation skills and the ability to respond promptly to requests.
• Willingness to learn, investigate issues independently, and find appropriate solutions.
• Ability to manage multiple tasks while maintaining good organisational and structured working practices.
• Ability to maintain confidentiality in all matters.