ROLE PURPOSEProvide comprehensive IT support, ensuring the smooth operation of IT systems and infrastructure while effectively communicating with both technical and non-technical stakeholders. This includes managing system operations, troubleshooting issues, implementing updates, and contributing to policy development. Primary Duties And Key Responsibilities- Job Specific RequirementsAdministrative Support & System MaintenanceProvide administrative support for IT systems, ensuring smooth day-to-day operations and proactively addressing technical issues to minimise disruption. Cross-Functional CollaborationCollaborate with cross-functional teams to plan, implement, and maintain robust IT infrastructure solutions aligned with business needs.
Troubleshooting & Incident ManagementAssist in the identification, troubleshooting, and resolution of hardware and software issues on both desktop and server environments, ensuring minimal downtime and high productivity. Onsite Hardware & Software MaintenancePerform onsite installation, updates, and repairs for computer systems, peripherals, and software, ensuring optimal performance and user satisfaction. Technical Communication & Customer SupportDeliver clear and effective communication to both technical and non-technical users, ensuring a high level of customer service and understanding. User Account & Access ManagementManaged user accounts, permissions, and access controls across systems and platforms in compliance with company security policies.
Asset ManagementTracked and maintained accurate records of hardware and software inventory. Qualifications & CertificationsPreferred Certifications: CompTIA A+ / Network+ / Security+Microsoft Certified: Modern Desktop Administrator AssociateITIL Foundation (Advantageous)Cisco CCNA (Advantageous)Education: Diploma or degree in IT, Computer Science, or related field (or equivalent experience)Grade 12 or EquivalentExperience1–3 years in an IT support, helpdesk, or technical support role (entry to mid-level)Experience supporting a hybrid or remote workforce is a plusExperience with Active Directory, SQL, Exchange, Networking InfrastructureSoft SkillsStrong communication skills: Able to explain technical issues to non-technical usersCustomer service mindset: Polite, patient, and empathetic under pressureAnalytical thinking:
Efficient root cause analysis and troubleshootingTeam collaboration: Experience working with cross-functional or remote teamsTime management: Able to prioritise incidents and balance workloadAdaptability: Can quickly learn new systems, tools, or technologies
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