SUMMARY:
The successful candidate will provide 1st- and 2nd-line telephonic, remote, and physical hardware and software support to end users.
POSITION INFO:
Key Performance Areas • Provide deskside support to our Client end users at the Bellville offices, Monday to Friday, 08h00-16h00, responding to all calls logged via the Central Service Desk within agreed SLA timeframes. • Deliver 1st-line support across desktop and laptop hardware, printers, network connectivity, servers, email, and business applications; escalate 2nd-\/3rd-line issues via the Ingrain IT Helpdesk to Ingrain IT or the relevant vendor per the agreed escalation matrix (Level 1 Helpdesk → Level 2 IT Technician → Level 3 IT Expert\/Vendor). • Support current Microsoft technologies, including Windows 10\/11 desktop and laptop operating systems, Windows Server, and Microsoft 365 (Outlook\/Exchange Online, Teams, SharePoint, OneDrive, Word\/Excel\/PowerPoint), plus Microsoft Project and Adobe Acrobat Professional. • Provide LAN\/Wi-Fi networking support with a working knowledge of TCP\/IP, and perform basic server and directory administration (Active Directory \/ Azure AD (Microsoft Entra ID) user and device management). • Support telephony and unified communications (VoIP handsets, Microsoft Teams calling) and audio-visual\/meeting room equipment. • Coordinate and install end-user hardware, software, and mobile devices (including MDM-enrolled smartphones and tablets), ensuring only licensed software is installed on Ingrain assets. • Maintain accurate asset and configuration records, and manage vendor liaison and escalation for hardware\/software warranty issues. • Comply with information security requirements and the Protection of Personal Information Act (POPIA) when handling client data. • Be available for occasional travel between sites and after-hours\/weekend on-call support as operationally required, in line with the SLA''s overtime provisions. • Maintain excellent customer service standards at all times. Job Requirements Experience & Qualifications • Grade 12 (Matric) • CompTIA A+ and Network+ certification • Microsoft 365 Certified: Modern Desktop Administrator Associate (or Microsoft Certified: Endpoint Administrator Associate - MD-102) • ITIL Foundation certification would be an advantage • Microsoft Certified: Azure Fundamentals (AZ-900) would be an advantage • At least 3 years'' field experience as a Deskside Technician \/ Desktop Support Engineer in a 2nd-line support role • A valid driver''s licence and a roadworthy vehicle Skills & Specifications • Strong Windows 10\/11 desktop and laptop support skills • Solid Microsoft 365 \/ O365 administration and support skills, including Intune\/endpoint management • Strong LAN and Wi-Fi support skills, with good knowledge of TCP\/IP • Basic Windows Server and Active Directory \/ Azure AD (Entra ID) administration skills • Experience supporting VoIP telephony and audio-visual\/collaboration equipment • Ability to assimilate new software capabilities and functionality quickly • Sound understanding of ITIL incident and service management principles • A focus on client service and perseverance in resolving issues within SLA timeframes • Ability to troubleshoot hardware and software problems independently
