About the position
Introduction
To provide support to users to enable them to perform their work optimally (network connectivity, desktop & laptop computers and printers) under guidance from Senior Desktop Support Engineers and Team Leaders ensuring service and functionality meets Service Level Agreements
Duties & Responsibilities
- Support and maintain the organization's computer systems and IT infrastructure.
- Install, diagnose, repair, maintain, and upgrade organizational hardware and equipment.
- Provide on-site and remote end-user support for laptops, desktops, servers, printers, and other IT equipment.
- Attend to and resolve incidents and service requests logged via the IT Service Management (ITSM) system.
- Troubleshoot and resolve network-related issues, including connectivity and access problems.
- Assist with hardware and software upgrades, deployments, and system rollouts as required.
- Install, configure, and support Microsoft Office and other standard business applications.
- Perform operating system installations, configuration, updates, and patch management for endpoints.
- Support cybersecurity initiatives including endpoint protection, system hardening, and user awareness.
- Maintain accurate documentation of support activities, troubleshooting steps, and resolutions in the ticketing system.
- Assist in maintaining an up-to-date inventory of hardware, software assets, and IT consumables.
- Coordinate with third-party vendors and service providers for hardware repairs, warranty claims, and technical escalations.
- Participate in IT infrastructure projects, system upgrades, and technology deployments.
- Provide basic user training and guidance on IT systems and best practices where required.
- Support onboarding and offboarding processes, including provisioning and decommissioning of IT equipment and user access.
- Assist with boardroom preparation prior to important meetings to ensure all IT equipment is fully operational.
- Conduct pre-meeting checks of boardroom technology, including video conferencing systems, projectors, displays, microphones, and network connectivity.
- Provide technical support during executive and management meetings when required.
- Ensure collaboration tools such as screen sharing, conferencing platforms, and presentation equipment function correctly.
- Maintain boardroom IT equipment and ensure devices are properly stored and ready for use.
- Perform routine checks and proactive maintenance of boardroom technology.
- Maintain cleanliness, organization, and proper management of IT storerooms and equipment storage areas.
- Ensure proper labeling, storage, and handling of IT equipment and spare parts.
- Assist with stock control and periodic audits of IT hardware and consumables.
- Coordinate the disposal or recycling of obsolete or damaged IT equipment in accordance with company policies.
Desired Experience & Qualification
- Grade12 / Matric Certificate
- Required A+ & N+ qualifications
- MCDST - Beneficial
- HDI - Beneficial
- AZ-900 Beneficial
- Excellent communication and interpersonal skills.
- Proven experience in End User Support
- Proven Experience in Windows OS Support
- Proven Experience in Network Support
- Strong working knowledge of Active Directory
- Strong Working Knowledge of Windows 10
- Strong Working Knowledge of Virtualised Environments
- Strong Working knowledge of File & Print Servers
- Strong Working Knowledge of Server OS Platforms
- Adequate knowledge of Cloud Platforms i.e. Azure
- Strong Working knowledge of MS Office Based applications
- Strong Working Knowledge of SharePoint Online & Microsoft Teams
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Willingness to learn and adapt to new technologies and processes.
- Commitment to providing exceptional customer service.
