SUMMARY:
customer-focused Deskside Technician to be placed onsite at our client, Ingrain SA, in Bellville, Cape Town. The successful candidate will provide 1st- and 2nd-line telephonic, remote, and physical hardware and software support to end users, in line with the current Company–Ingrain Service Level Agreement and ITIL incident management standards.
POSITION INFO:
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 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
