SUMMARY:
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POSITION INFO:
IT Support technician (6 Month Contract)
Up to R360K Per annum
Cape Town
Excellent career opportunity in Cape Town for an IT Support Technician to join a leading Asset Management company on a 6-month contract. Reporting to the IT Service Provider Gist, you will be responsible for providing IT Support, maintaining IT systems, and ensuring the smooth operation of the organisation's IT infrastructure. This role involves troubleshooting issues, mentoring staff, and contributing to IT projects. You will also act as the initial point of contact for end-users or employees when something goes wrong, whether that's a software glitch, a hardware problem, or a connectivity issue. The role will be essential in providing immediate, accessible support that keeps daily IT functions running smoothly.
Key Responsibilities
First Contact and preliminary assessment of request/issue:
- Answer phone calls, emails, or tickets from users reporting IT issues.
- Capture essential details about the user problem (paying close attention to what the user says).
- Provide IT Support for hardware, software, and network issues.
Basic Troubleshooting for users:
- Password resets.
- Software installations or minor configurations.
- Assisting with basic hardware issues (e.g., connecting a monitor, keyboard issues).
- Resolving connectivity problems like email access or VPN connectivity.
Ticket Logging and Documentation
- Logging every interaction meticulously into a ticketing system to ensure a history of events is available should an issue be escalated or recur.
Escalation:
- Escalation of complex issues if issues go beyond the scope of standard procedures or require specialised expertise. An escalation should be carried out to 2nd Tier (or even Level 3) support to ensure more complex problems receive attention from specialists.
Other:
- Monitor and resolve helpdesk tickets, ensuring timely communication with end-users.
- Maintain and troubleshoot IT systems, including servers, networks, and cloud services.
- Collaborate with vendors and external support teams for advanced troubleshooting.
- Assist with IT projects, such as system upgrades and new technology implementations.
- Train and mentor staff to enhance their computer skills.
- Ensure data security and compliance with relevant regulations (e.g., ISO/PWC).
- Document IT processes, solutions, and system configurations.
Qualifications and Experience
- Matric.
- Bachelor's degree or diploma in IT, Computer Science, or a related field (or equivalent experience).
- Certifications in CompTIA A+, Network+, or Microsoft Certified: Microsoft 365 Administrator are advantageous.
- Office-based role with a few days a week travel to other sites
- On-call support may be required outside regular working hours.
- 4+ years of experience in IT support or a similar role.
- Proficiency in Windows and macOS, operating systems. Basic knowledge of Android & iOS as it relates to users’ work (second factor authentication for Microsoft 365, and Outlook app).
- Strong knowledge of networking protocols, Microsoft 365, Active Directory, and virtualisation technologies.
- Familiarity with common operating systems (like Windows, macOS) and routine IT tasks is essential.
