About the position
Job Description: IT Technician
Job Title: IT Technician
Department: IT
Reports to: IT Manager
Location: KZN Region
The IT Technician will serve as the first point of contact for all IT-related issues, providing
technical support to end users within the organization. The role involves managing helpdesk
tickets, ensuring timely and efficient resolutions, logging service requests, and maintaining
accurate incident records. The Technician will also be responsible for IT administrative
functions, including procurement, CAPEX management, billing, and asset tracking, while
ensuring a high standard of customer service delivery.
Key Responsibilities
1. End User Support & Infrastructure Management
- Respond promptly to IT service requests and incidents raised via phone, email,
or the Freshservice ticketing system.
- Provide first- and second-level support and troubleshooting for hardware,
software, and network issues.
- Escalate unresolved issues to higher-level support teams as necessary.
- Manage Microsoft Active Directory, DNS, DHCP, and related systems.
- Support hybrid Microsoft Exchange environments (Online and On-Prem).
- Administer and support Microsoft 365 and related applications (Teams,
SharePoint, OneDrive, Outlook, etc.), including user management, licensing, and
troubleshooting.
- Manage endpoint security/antivirus solutions (e.g., Sentinel-One EDR/XDR).
- Troubleshoot desktops, laptops, printers, mobile devices, POS equipment,
scanners, and other peripherals.
- Provide basic server hardware and operating system support.
- Support IP Telephony systems (both on-premises PABX and cloud-based).
- Manage and support the Point-of-Sale (POS) system.
- Assist with UPS and generator-related IT equipment support (advantageous).
- Configure and troubleshoot networking equipment such as switches and
wireless access points.
- Assist with IT projects and tasks as assigned by the IT Manager or CIO.
2. Ticket Management
- Accurately log service desk requests and incidents in the ticketing system.
- Track, manage, and resolve tickets within agreed Service Level Agreements (SLAs).
- Provide clear and timely status updates to end users, ensuring daily updates for all
active tickets.
Collaborate with other IT team members to resolve recurring issues and improve
system efficiency.
3. IT Administration & Reporting
- Manage IT-related administrative tasks including billing, procurement, and invoice
processing.
- Handle CAPEX-related tasks: acquisition, recording, and disposal of IT assets, ensuring
accurate tracking.
- Maintain a neat and organized IT storeroom, ensuring all equipment is documented and
trackable.
- Liaise with Finance, Facilities, and other departments to ensure the IT environment is
functional and well-equipped.
- Maintain accurate IT documentation, including troubleshooting guides and knowledge
base entries
Job Description: IT Technician
Job Title: IT Technician
Department: IT
Reports to: IT Manager
Location: KZN Region
The IT Technician will serve as the first point of contact for all IT-related issues, providing
technical support to end users within the organization. The role involves managing helpdesk
tickets, ensuring timely and efficient resolutions, logging service requests, and maintaining
accurate incident records. The Technician will also be responsible for IT administrative
functions, including procurement, CAPEX management, billing, and asset tracking, while
ensuring a high standard of customer service delivery.
Key Responsibilities
1. End User Support & Infrastructure Management
- Respond promptly to IT service requests and incidents raised via phone, email,
or the Freshservice ticketing system.
- Provide first- and second-level support and troubleshooting for hardware,
software, and network issues.
- Escalate unresolved issues to higher-level support teams as necessary.
- Manage Microsoft Active Directory, DNS, DHCP, and related systems.
- Support hybrid Microsoft Exchange environments (Online and On-Prem).
- Administer and support Microsoft 365 and related applications (Teams,
SharePoint, OneDrive, Outlook, etc.), including user management, licensing, and
troubleshooting.
- Manage endpoint security/antivirus solutions (e.g., Sentinel-One EDR/XDR).
- Troubleshoot desktops, laptops, printers, mobile devices, POS equipment,
scanners, and other peripherals.
- Provide basic server hardware and operating system support.
- Support IP Telephony systems (both on-premises PABX and cloud-based).
- Manage and support the Point-of-Sale (POS) system.
- Assist with UPS and generator-related IT equipment support (advantageous).
- Configure and troubleshoot networking equipment such as switches and
wireless access points.
- Assist with IT projects and tasks as assigned by the IT Manager or CIO.
2. Ticket Management
- Accurately log service desk requests and incidents in the ticketing system.
- Track, manage, and resolve tickets within agreed Service Level Agreements (SLAs).
- Provide clear and timely status updates to end users, ensuring daily updates for all
active tickets.
Collaborate with other IT team members to resolve recurring issues and improve
system efficiency.
3. IT Administration & Reporting
- Manage IT-related administrative tasks including billing, procurement, and invoice
processing.
- Handle CAPEX-related tasks: acquisition, recording, and disposal of IT assets, ensuring
accurate tracking.
- Maintain a neat and organized IT storeroom, ensuring all equipment is documented and
trackable.
- Liaise with Finance, Facilities, and other departments to ensure the IT environment is
functional and well-equipped.
- Maintain accurate IT documentation, including troubleshooting guides and knowledge base entries
Required Skills and Qualifications
Education:
- Diploma in IT, Computer Science, or a related field (or equivalent practical experience).
Certifications:
- CompTIA A+ and N+, Microsoft Certifications like Microsoft 365 Certified:
Administrator/Expert or any.
- ITIL Foundation (advantageous)
- Valid Code 08 or 10 Driver’s License
Experience:
- Minimum of 2 years in a similar IT support or field technician role.
- Retail environment experience with exposure to POS systems (advantageous).
Skills & Competencies:
- Administration and troubleshooting of Microsoft 365 and related applications (Teams,
SharePoint, OneDrive, Outlook, etc.).
- Familiarity with IT ticketing systems (Freshservice experience advantageous).
- Strong knowledge of Active Directory user account management.
- Strong written and verbal communication skills.
We are committed to locating the ideal job for you, so we kindly advise against paying for this service. There are no costs associated with securing employment with us.
Desired Skills:
- CompTIA A+
- ITIL Foundation
- It dilpoma
