IT Support Technician

Purpose of the Job

The IT Support Technician provides first and second line technical support across hardware, software, and network environments, ensuring timely resolution of incidents and requests both in‑house and at remote branches. The role involves diagnosing and troubleshooting issues, configuring and installing equipment, maintaining service desk records, supporting conferencing technologies, and applying security updates.

Key Responsibilities

Technical Support Delivery

• Respond promptly to requests for technical assistance in person, by phone, or electronically.
• Provide support to both in‑house users and remote branches, ensuring timely resolution of issues.
• Diagnose and resolve hardware, software, and first line network problems.
• Deliver first line and second line support, escalating where necessary.
• Assist users during standby periods and provide guidance on resolving minor issues independently.

System and Equipment Maintenance

• Configure, install, and troubleshoot scanners, printers, and conferencing equipment in line with company requirements.
• Install and replace hardware and software, ensuring compliance with standards.
• Apply security patches and anti‑virus updates to all IT equipment.
• Perform upgrades and adjustments to existing systems to maintain functionality.
• Repair computers and carry out software installations, ensuring quality outcomes.

Service Desk Operations

• Follow established service desk procedures and document all actions taken.
• Log service desk interactions accurately and update records with resolutions.
• Reassign calls to the appropriate resource and track incidents through to closure.
• Maintain accurate fault resolution records within the service desk system.
• Provide full details of resolutions to ensure transparency and traceability.

User Support and Education

• Advise users on appropriate corrective actions for technical issues.
• Educate users on resolving minor problems themselves to build self‑sufficiency.
• Support video conferencing and teleconferencing setups to enable seamless communication.
• Dispatch IT equipment to users and ensure accurate waybill tracking.

Continuous Improvement and Compliance

• Stay updated with system changes, updates, and new technologies.
• Research technical queries using available resources to provide accurate solutions.
• Identify opportunities for technology improvements and cost savings.
• Ensure compliance with Standard Operating Procedures, Service Level Agreements, and Operating Level Agreements.
• Uphold professional conduct and contribute to operational functions as required.

Performance and Service Excellence

• Deliver service excellence by meeting performance metrics such as resolution time, first‑time settlement, and customer satisfaction.
• Monitor quantitative controls including number of calls, time management, and ticket closure rates.
• Support programme excellence by ensuring solution accuracy, reliability, and traceability.
• Maintain customer satisfaction through surveys, response times, and service quality indicators.

Collaboration and Relationships

• Build and maintain collaborative relationships with internal departments and external vendors.
• Relocate technology equipment between locations when required.
• Contribute to interdepartmental cooperation to support operational efficiency.

Minimum Requirements

• Grade 12
• 2+ years experience in an IT support or a related technical role.
• A+
• N+
• MCSE would be an advantage

Skills Requirements

• Strong communication skills to clearly guide users and explain technical solutions.
• Proven troubleshooting skills to identify, analyse, and resolve hardware and software issues.
• Solid data administration skills to maintain accurate service desk records and documentation.
• Effective organisational skills to manage multiple requests and prioritise tasks under pressure.
• Practical technical skills to install, configure, and maintain IT equipment and peripherals.
• Customer service skills to ensure user satisfaction and build positive working relationships.
• Analytical skills to evaluate system performance and suggest improvements.
• Adaptability to support both first-line and second-line technical issues across diverse environments.

Work Location: In person