About the position
The incumbent will be responsible for maintaining the technological infrastructure that supports the business's operations. The duties include installing, configuring, and troubleshooting hardware and software systems, ensuring network connectivity, and providing technical support to staff. By ensuring that all IT systems are functioning optimally, the IT Technician enables agents and all staff to perform their duties efficiently, minimizing downtime and technical issues that could disrupt service delivery. Additionally, the IT Technician must enforce security protocols, business processes, and policies to protect sensitive information and ensure compliance with the relevant regulatory requirements.
A key responsibility of the role is to ensure compliance with the Company Management System; this includes but is not limited to the ISO [Phone Number Removed]; and ISO 9001:2015 standards.
Role reports to the Service Desk Manager.
Responsibilities:
- Hardware and Software installation: Setting up and configuring computers, printers, and other hardware devices to business standard, as well as installing and updating software applications
- Technical Support: Providing technical assistance to users timeously and within SLA, troubleshooting and resolving issues related to hardware, software and network connectivity
- Communication: Provide clear, professional and consistent communication
- Compliance: Ensuring that all IT practices and behaviours adhere to the relevant regulations, policies and procedures
- Diagnosing and resolving hardware, software, and network issues reported by users
- Installing and configuring computer systems, software and peripheral devices to business and campaign required standards
- Ensure regular and proactive site maintenance
- Follow the correct internal and external escalation procedures
- Ensure that all tickets, requests and tasks are resolved within SLA and agreed-on timeframes
- Ensuring contact ability while on shift
- Quickly respond to and resolve incidents to minimize downtime and impact on business operations
- Work closely with other IT staff, vendors, and departments to coordinate efforts, and communicate IT issues and resolutions clearly, making use of business-authorized communication channels
- Enforcing adherence to IT policies, industry, business standards and regulatory requirements
- Upholding and living the Company values every day
- Work extra hours and overtime to meet deadlines where reasonable
Requirements:
- Grade 12 or equivalent NQF level 4 qualification
- 1 year and 6 months of experience
- A+, N+, Diploma
- CCNA accreditation is advantageous
- Hardware Knowledge: Installation, maintenance, and repair of computers and peripheral devices. Basic understanding of network hardware like switches, routers, access points, and firewalls
- Networking: Basic understanding of networking principles and protocols (TCP/IP, DNS, DHCP). Ability to troubleshoot network connections and understand wireless networking technologies
- Security: Understand basic cyber security principles
- Troubleshooting and Diagnostics: Strong problem-solving skills to diagnose and resolve hardware/software issues. Ability to use diagnostic tools and software
- Effective verbal and written communication skills. Ability to explain technical issues to non-technical users
- Customer Service: Strong customer service orientation. Patience and professionalism when dealing with end-users and colleagues
- Organization: Ability to manage multiple tasks and prioritize effectively. Good documentation skills for tracking issues and solutions
- Teamwork: Ability to collaborate with other IT staff and departments. Flexibility to assist with various IT-related tasks
- Continuous Learning: Willingness to stay updated with the latest technology trends and advancements. Commitment to ongoing professional development
- Project Management: Basic project management skills for handling IT projects. Ability to plan, execute and close projects effectively
- Adaptability: Flexibility in dealing with unexpected issues or changes in priorities
- Analytical Thinking: Strong analytical skills to assess issues and develop effective solutions. Ability to think critically and make informed decisions
- Focused with exceptional discipline
- Results-driven - contributing ideas, enthusiasm and fresh approach to work
- Work with agility - delivering dynamic solutions in a fast-paced environment
- Trustworthy and honest, delivering high-quality work with credibility, and demonstrating integrity
- Professional and have effective internal communications across the business (verbal and written)
- Proactive and efficient
- Flexible and co-operative
Desired Skills:
- A+
- N+
- CCNA
- Security
- Hardware troubleshooting
- Troubleshooting and diagnostics
- Customer service
- Software installation
- Networking
- Teamwork
Desired Work Experience:
- 1 to 2 years Software
- 1 to 2 years Systems / Network Administration
Desired Qualification Level:
