IT Helpdesk Technician

Job Purpose

The IT Department is responsible for supporting, maintaining, and continually improving the company's IT infrastructure while delivering efficient desktop support to all business users. The team ensures that IT-related issues are resolved quickly and effectively, handling a wide range of requests—from email account setup and system diagnostics to enhancing and developing the organisation's overall IT services.

The IT Help Desk Technician plays a key role in providing reliable IT support across all areas of the business while also acting as a backup to the IT Manager. This role is responsible for supporting and maintaining Microsoft Server and Desktop operating systems, the Microsoft 365 environment, and the ongoing maintenance of IT hardware and software. The successful candidate will also gain exposure to a wide variety of IT projects and business initiatives.

Main Duties

• Respond to user queries in person, by telephone, email, or Microsoft Teams.
• Log all support requests using the company help desk ticketing system.
• Identify and diagnose the source of technical issues.
• Resolve issues either in person, remotely, or by guiding users through the appropriate steps within agreed timeframes.
• Escalate unresolved issues through the appropriate support channels when necessary.
• Record resolutions and troubleshooting steps for future reference.
• Obtain the required approvals for the creation of user, email, and intranet accounts.
• Apply and enforce the company's computer policies to ensure data security.
• Perform weekly checks to confirm that server backups have completed successfully.
• Provide on-the-job training and support to new members of the department.
• Carry out desktop and workstation deployments.
• Maintain and update the computer asset inventory and user database.
• Handle all information accessed, processed, or stored during user support with the highest level of confidentiality.
• Work shift hours to support branches operating across different time zones, with operating hours between 06h00 and 18h00.
• Provide support cover on South African public holidays, with time off in lieu.
• Undertake any additional duties assigned by the IT Manager.

Other Duties

• Perform basic administrative support tasks.
• Deliver computer orientation and onboarding support for new employees.

Required Technical Skills

• Strong knowledge of Windows 11 Professional.
• Strong knowledge and practical experience with Microsoft 365 deployments.
• Good working knowledge of Windows Server.
• Sound understanding of TCP/IP, Active Directory, DNS, and DHCP.
• Knowledge and experience with Microsoft SharePoint within the Microsoft 365 environment would be advantageous but is not essential.
• Knowledge and experience with MikroTik equipment and pfSense/FortiGate firewalls would be advantageous but is not essential.
• Knowledge and experience with Asterisk-based VoIP platforms would be advantageous but is not essential.

Soft Skills

• Excellent customer service skills with a willingness to go the extra mile.
• A strong commitment to continuous improvement and ongoing personal development.
• Ability to work effectively both independently and as part of a team to achieve departmental objectives.
• Strong time management skills with the ability to remain self-motivated.
• A commitment to staying current with industry trends, emerging technologies, and best practices.
• A proactive approach to IT support, with a focus on preventing issues before they escalate.

Key Responsibilities

• Take full ownership of assigned support requests from allocation through to resolution or escalation, ensuring timely completion.
• Effectively manage allocated help desk tickets by providing regular updates, maintaining accurate records, and keeping users informed throughout the support process.

Work Location: In person