IT Helpdesk Technician

The IT Department is responsible for supporting, maintaining, and continuously enhancing the organisation's technology environment. The team plays a critical role in ensuring business continuity by delivering responsive technical support, maintaining robust IT infrastructure, and driving ongoing improvements across systems, applications, and services.

We are seeking a proactive and customer-focused IT Help Desk Technician to join our team. This role is responsible for providing reliable first-line and second-line IT support across the business while serving as a key backup to the IT Manager. The successful candidate will support Microsoft Server and Desktop environments, Microsoft 365 services, and a wide range of IT hardware and software systems. This position also offers exposure to diverse IT projects and opportunities to contribute to broader technology initiatives across the organisation.

Main Duties

• Respond to user support requests via face-to-face interaction, telephone, email, and Microsoft Teams.
• Log and manage all support requests through the company help desk ticketing system.
• Diagnose and troubleshoot hardware, software, network, and system-related issues.
• Resolve technical issues directly, remotely, or by guiding users through appropriate troubleshooting steps within agreed service levels.
• Escalate unresolved issues through the appropriate support channels when required.
• Accurately document troubleshooting processes, solutions, and resolutions for future reference.
• Obtain the necessary approvals for the creation of user, email, and intranet accounts.
• Apply and enforce company IT policies and procedures to maintain data security and compliance.
• Conduct weekly checks to verify that server backups have completed successfully.
• Provide guidance, support, and on-the-job training to new members of the department.
• Perform desktop, laptop, and workstation deployments.
• Maintain accurate records of IT assets, equipment, and user databases.
• Handle all information accessed, processed, or stored during support activities with the highest level of confidentiality.
• Work scheduled shifts to support branches across multiple time zones, with operating hours between 06h00 and 18h00.
• Provide support cover during South African public holidays, with time off in lieu.
• Carry out any additional duties reasonably assigned by the IT Manager.

Other Duties

• Provide basic administrative support when required.
• Deliver IT orientation and onboarding support for new employees.

Required Technical Skills

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

Soft Skills

• Excellent customer service skills with a user-focused approach and willingness to go the extra mile.
• Strong commitment to continuous improvement, learning, and professional development.
• Ability to work effectively both independently and collaboratively within a team environment.
• Excellent organisational and time management skills with the ability to self-manage workload and priorities.
• Interest in staying up to date with emerging technologies, industry trends, and best practices.
• Proactive problem-solving mindset with a focus on identifying and preventing issues before they impact users.

Key Responsibilities

• Take full ownership of assigned support requests from initial allocation through to resolution or escalation, ensuring timely and effective outcomes.
• Manage help desk tickets efficiently by maintaining accurate records, providing regular progress updates, and keeping users informed throughout the support process.

Work Location: In person