About the position
Location: KwaZulu-Natal, South Africa (On-site; occasional required travel to client sites) Reports To: Service Delivery Manager Salary Range: R25,000 – R30,000 per month (Based on technical qualification and capability)
About the Employer
We are a South African Managed Service Provider (MSP) committed to delivering consistent, efficient, and quality technical services to our clients, supporting a mix of on-premise and cloud environments. Our service operations are built on a framework of disciplined processes, utilizing professional systems for ticketing (e.g., HaloPSA) and remote monitoring (e.g., NinjaOne). Success in this role requires a professional attitude, clear communication, strong administrative discipline, and a rigorous commitment to documentation.
Role Purpose
The IT Technician is the critical first point of contact for all technical support requests. This role is focused on providing timely, efficient, and professional initial troubleshooting, resolving routine issues using established documentation, and accurately escalating complex incidents to L2 and L3 engineering teams. You will be responsible for maintaining high customer satisfaction while developing foundational technical expertise.
Key Responsibilities
- First-Line Support & Triage: Handle incoming calls, emails, and ticket submissions from end-users, logging all contact accurately within the ticketing system (PSA).
- Initial Incident Resolution: Resolve routine technical problems remotely, including password resets, basic software installation and configuration, and troubleshooting documented operating system issues (primarily Windows 10/11) using existing knowledge base articles.
- User Administration: Execute standard administrative tasks in core Microsoft systems, such as creating new user accounts, managing access rights, and performing mailbox maintenance in Microsoft 365 and Active Directory following strict Standard Operating Procedures (SOPs).
- Ticketing Discipline: Ensure all tickets are accurately categorized, prioritized, and updated with clear, client-friendly summaries, detailed steps taken, and time logs. Adhere rigorously to documented Service Level Agreements (SLAs).
- Basic System Checks: Assist engineering teams by performing simple checks and verification tasks across monitored environments using Remote Monitoring and Management (RMM) tools.
- Documentation Contribution: Diligently utilize and contribute to the internal Knowledge Base (KB) by flagging outdated articles or suggesting improvements based on resolved incidents.
- Hardware Preparation: Assist in the setup, configuration, and preparation of new desktop and laptop hardware for deployment to end-users.
Minimum Requirements
- Experience: 0–2 years of experience in a formal IT support environment, help desk role, or a completed relevant IT internship.
- Certifications: CompTIA A+ certification is mandatory.
- Technical Proficiency: Foundational understanding and proven experience in:
- Windows 10/11 operating system navigation and troubleshooting (basic hardware/software conflicts).
- Basic Microsoft Office application support (e.g., mail profile creation, printer setup).
- Networking basics (ping, trace route, checking local Wi-Fi/LAN connectivity).
- Tooling: Experience utilizing a professional ticketing system/CRM.
- Non-negotiable Skills: Exceptional telephone and email professionalism, a calm demeanor under pressure, and a meticulous, high-detail approach to administrative tasks and ticket logging.
- Logistics: Valid South African work authorization, a valid driver’s licence, and reliable personal transport is required for occasional site visits.
Advantageous Experience
- CompTIA Network+ or other entry-level Microsoft 365 certifications.
- Exposure to Remote Monitoring and Management (RMM) software.
- Familiarity with remote desktop tools and VPN troubleshooting.
Key Behaviours for Success
- Learning Mindset: A strong eagerness to learn complex enterprise technologies and follow mentorship from senior engineers.
- Customer Focus: Maintains a positive, professional, and patient attitude with all clients, regardless of the issue's complexity.
- Process Adherence: Demonstrates strict adherence to established operational processes, service desk scripts, and escalation procedures.
- Follow-Through: Takes ownership of tasks, ensures clear communication of progress, and guarantees every logged incident is officially closed and documented.
Desired Skills:
- Active Directory
- Microsoft Hyper-V
- VMware
