IT Support Technician

SUMMARY:
The IT Support Technician will provide technical assistance and support to end-users, ensuring the smooth operation of IT systems and infrastructure within a medium-sized environment. This role requires a proactive individual with strong problem-solving skills, excellent communication abilities, and a customer-focused approach. The technician will be responsible for troubleshooting hardware and software issues, providing remote and on-site support, and contributing to the maintenance and improvement of IT systems.

Minimum Qualification:   

• National Senior Certificate (Matric).
• Relevant IT certifications (e.g., CompTIA A+, Network+, Sec+, Microsoft Certified Professional (MCP), Fortinet NSE certifications).
• Diploma or degree in Information Technology or a related field (advantageous).

• 2-4 years of experience in an IT support role.
• Strong knowledge of Windows operating systems, Microsoft Office suite, and other common applications.
• Understanding of networking concepts and protocols.
• Experience with Active Directory or other directory services.
• Experience with ticketing systems.

• • End-User Support:
  • Provide timely and effective technical support to end-users via phone, email, and in-person.
  • Troubleshoot and resolve hardware, software, and network-related issues.  
  • Assist with the installation, configuration, and maintenance of desktop computers, laptops, printers, and other peripherals.  
  • Provide support for operating systems (Windows, macOS, Linux), productivity applications (Microsoft Office, etc.), and other software.
  • Document all support activities and resolutions in the ticketing system.
   
  
  • System Administration:
  • Assist with the maintenance and monitoring of servers, networks, and other IT infrastructure.
  • Perform routine system checks and backups.
  • Manage user accounts and access permissions in Active Directory or other directory services.
  • Assist with the deployment and maintenance of software applications.
  • Perform basic network troubleshooting (TCP/IP, DNS, DHCP).
   
  
  • Hardware and Software Maintenance:
  • Perform hardware and software upgrades and replacements.
  • Maintain an accurate inventory of IT equipment.
  • Assist with the procurement of IT hardware and software.
  • Ensure that all IT equipment is properly maintained and secured.
  • Security:
  • Assist with the implementation and maintenance of security measures.
  • Monitor and respond to security alerts.
  • Ensure that all systems are patched and updated.
  • Educate users on security best practices.

• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Customer-focused and service-oriented.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to prioritize tasks and manage multiple projects.  
• Ability to learn and adapt to new technologies.

• Proactive and self-motivated.
• Detail-oriented and accurate.
• Reliable and dependable.
• Professional and ethical.
• Passionate about technology.

POSITION INFO:
This Position will be based in Bedfordview