Support Technician (L2)

SUMMARY:
To provide first and second-line technical support to end users, ensuring the availability, performance, and security of end-user computing devices, applications, and services. The role is responsible for resolving IT incidents and service requests while delivering excellent customer service and maintaining agreed service level agreements (SLAs).

POSITION INFO:
Key Responsibilities
Desktop and End-User Support

• Provide technical support for desktops, laptops, tablets, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, and network-related issues.
• Install, configure, and maintain operating systems and business applications.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Configure printers, scanners, docking stations, and related peripherals.

• Log, track, and resolve incidents through the IT Service Management (ITSM) platform.
• Escalate unresolved issues to appropriate support teams.
• Ensure tickets are updated accurately and closed within SLA targets.
• Perform root cause analysis for recurring issues.

• Create, modify, and disable user accounts.
• Manage Active Directory and Microsoft Entra ID (Azure AD) accounts.
• Support password resets and access management requests.
• Assist with onboarding and offboarding activities.

• Deploy, maintain, and support endpoint devices.
• Manage endpoint configurations using tools such as Microsoft Intune, SCCM, or similar platforms.
• Support operating system upgrades and patch management activities.
• Ensure endpoint security compliance and antivirus protection.

• Support corporate applications and productivity tools.
• Assist users with software installations and troubleshooting.
• Coordinate application issues with vendors and technical teams when required.

• Maintain accurate inventory records for IT hardware and software.
• Track asset allocation, replacements, and disposals.
• Assist with procurement and lifecycle management of end-user devices.

• Provide professional and customer-focused support.
• Communicate technical information in a clear and understandable manner.
• Deliver user training and guidance where required.

• Matric; Technical Support NQF Level 4
• Diploma or Degree in Information Technology, Computer Science, or related field.
• Relevant certifications are advantageous:
• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation

• 2 to 5 years of experience in an IT support or EUC support environment.
• Experience supporting Microsoft Windows environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with Active Directory, Entra ID, Intune, or SCCM.

• Microsoft Windows 10/11
• Microsoft 365 Administration
• Active Directory and Entra ID
• Microsoft Intune / Endpoint Manager
• SCCM / MECM (advantageous)
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• ITSM tools (ServiceNow, Freshservice, ManageEngine, etc.)
• Remote support tools
• Hardware troubleshooting and repairs

• Strong customer service orientation
• Problem-solving and analytical thinking
• Excellent communication skills
• Attention to detail
• Time management and prioritization
• Ability to work under pressure
• Teamwork and collaboration
• Adaptability and continuous learning

• Incident resolution within SLA
• First-call resolution rate
• Customer satisfaction score (CSAT)
• Device deployment turnaround time
• Ticket backlog management
• Endpoint compliance and patching success rate

• Office-based with occasional remote support requirements.
• May be required to work after hours or participate in an on-call/standby roster.
• Travel between company sites may be required.