The IT Support role is crucial for maintaining business continuity by providing technical assistance to users, managing systems and networks, and ensuring that IT infrastructure is stable and secure.
The role contributes directly to the company's operational efficiency and security by managing the systems that employees rely on daily. Key Performance Outputs Provide first-level support for software, hardware, and network issues.
Assist in troubleshooting and guide users with step-by-step solutions.
Offer user training on new systems and maintain technical documentation.
Provide onsite and remote support to minimize disruptions.
Manage user accounts across systems like Active Directory and email.
Ensure devices are updated with the latest software and security patches.
Monitor data backups and ensure data integrity.
Continuously monitor IT systems and address performance issues.
Troubleshoot network issues including LAN/WAN, Wi-Fi, and VPN.
Enforce security protocols and assist in incident response efforts.
Requirements Qualification/Experience Senior certificate / grade 12 / Matric.
Suitable tertiary qualification.
(i.e.
Comptia A+ and Comptia N+) 1-2 years in IT Support or similar roles, specifically with remote assistance tools.
Experience with network troubleshooting.
Functional/Technical Problem-Solving Abilities: A keen ability to diagnose, troubleshoot, and resolve technical issues efficiently.
Communication Skills: Strong written and verbal communication skills to effectively interact with end-users, both technical and non-technical.
Customer Service Orientation: A focus on delivering excellent customer support with patience and understanding.
Attention to Detail: Precise documentation of issues, troubleshooting steps, and solutions, ensuring proper tracking and follow-up.
Time Management: Ability to manage multiple tasks and prioritize efficiently in a dynamic, high-demand environment.
Team Collaboration: Work effectively within the IT team and across departments, especially during larger projects or issues.
Adaptability: Ability to adapt to new technology, processes, and business changes swiftly, keeping pace with the evolving IT landscape.
Analytical Thinking: Evaluate complex systems and analyze them for potential improvements.
