Job category: Others: Education and TrainingLocation: DurbanContract: Fixed Term ContractEE position: YesIntroductionMANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.Core Functions Include:The Intermediate IT Technician provides technical support to end-users and assists with the resolution of complex IT issues escalated from Level 1 support. This role involves diagnosing and troubleshooting hardware, software, and network problems, as well as providing guidance and assistance to junior support staff. The Intermediate IT Technician plays a key role in ensuring the timely resolution of IT incidents and delivering high-quality support services to internal customers.Core FunctionsProvide technical support to end-users via phone, email, chat, or in-person, resolving Level 2 IT incidents and service requests within established SLAs.Diagnose and troubleshoot hardware, software, and network issues, including desktops, laptops, printers, mobile devices, operating systems, applications, and peripherals.Escalate complex or unresolved IT issues to Level 3 support or other IT teams, ensuring timely resolution and effective communication with stakeholders.Assist with the installation, configuration, and maintenance of IT systems, software, and infrastructure components.Document IT incidents, service requests, troubleshooting steps, and resolutions in the IT service management (ITSM) system, ensuring accuracy and completeness.Provide guidance, coaching, and training to Level 1 support analysts and end-users, empowering them to resolve common IT issues independently.Collaborate with other IT teams, such as network, security, and systems administration, to identify and address underlying issues impacting IT performance and reliability.Participate in IT projects and initiatives, such as system upgrades, migrations, and deployments, as assigned by the IT Support Team Lead/Manager.Stay current with industry trends, best practices, and technologies related to IT support and service delivery, continuously enhancing technical skills and knowledge.Contribute to the development and improvement of IT support processes, procedures, and documentation to enhance efficiency and effectiveness.QualificationsDegree or equivalent technical certification in Computer Science, Information Technology, or related field.3 years of experience in IT support, with a focus on Level 2 support and troubleshooting.Strong technical proficiency in desktop support, including Windows and Mac operating systems, Microsoft Office suite, Active Directory, and basic networking concepts.Experience with remote support tools, IT service management (ITSM) systems, and ticketing systems (e.g., FreshService).Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex IT issues in a fast-paced environment.Effective communication and customer service skills, with the ability to interact professionally with end-users of all technical levels.Certifications such as CompTIA A, CompTIA Network, MCSE or equivalent are preferred.ExperienceEssential experience: At least 3-4 years relevant higher education work experience.Related Knowledge, Competencies and SkillsComputer LiterateProficient in Microsoft Office Suite (Excel, Word, Power Point, Access, Outlook).Good understanding of Higher Education landscape.Minute taking experience.Excellent verbal and written communication skills.Strong interpersonal skills.Ability to work under pressure.Prioritisation and time management skills.Deadline driven and process orientated.Numerical ability.Possess a high level of ethics, confidentiality, and integrity.Produce work of a high quality.GeneralThis position may require occasional evening, weekend, or on-call work to support IT incidents, projects, or emergencies. The role may involve some travel to other company locations or client sites as needed.
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