IT Desktop support

Our client is looking for an experienced and reliable IT Support Technician (Level 1) to join their technical support team. The successful candidate will handle first-line support requests, assist with desktop and network troubleshooting, and ensure that users receive prompt and professional service.

Key Responsibilities

• Act as the first point of contact for IT-related incidents and service requests.

• Log, track, and resolve calls through the IT Service Management (ITSM) system.

• Troubleshoot desktop, laptop, and printer hardware issues.

• Install and configure software, drivers, and operating systems.

• Support Microsoft 365, email configurations, and standard business applications.

• Reset passwords and manage user accounts in Active Directory or Azure AD.

• Assist with basic network issues (LAN, Wi-Fi, VPN connectivity).

• Provide remote support using approved tools.

• Escalate unresolved problems to Level 2 support and ensure proper follow-up.

• Maintain accurate incident documentation and asset records.

• Deliver excellent customer service and ensure compliance with IT policies and SLAs.

Technical Requirements

Operating Systems & Devices

• Windows 10 / 11 configuration and troubleshooting

• Basic macOS or Linux knowledge (advantageous)

• Device imaging, setup, and deployment (MDT, SCCM, or similar)

• Printer and peripheral setup

Software & Applications

• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)

• Exchange Online, antivirus software, and remote desktop tools

• Software installation, patching, and licensing awareness

Networking Fundamentals

• Understanding of TCP/IP, DNS, DHCP, LAN/WAN, and VPNs

• Wi-Fi configuration and troubleshooting

• Awareness of IP addressing and basic subnetting

Security & Systems

• Basic understanding of IT security principles and POPIA compliance

• Familiarity with endpoint protection tools and MFA

• Knowledge of backup and data recovery procedures

Tools & Platforms

• ITSM systems (ServiceNow, Freshservice, ManageEngine, or Jira Service Desk)

• Remote monitoring and management tools (advantageous)

• Asset management and ticket-tracking processes

Minimum Requirements

• Matric (Grade 12) essential

• IT-related certificate or diploma (NQF 5) CompTIA A+ or equivalent

• 2-3 years experience in an IT support or helpdesk environment

• Strong understanding of Windows 10 / 11 and Microsoft 365

• Basic networking and troubleshooting skills

• Excellent verbal and written communication

• Own reliable transport and willingness to travel between sites if required

• CompTIA Network+

• Microsoft Certified: Modern Desktop Administrator Associate

• ITIL Foundation

• Microsoft 365 or Azure Fundamentals