SPECIFIC JOB ROLE REQUIREMENTS

·         Required to provide first-line IT support, resolving tier 1 technical issues across hardware, software, networking, and desktop environments

·         Must escalate unresolved issues to tier 2 or tier 3 support teams using defined protocols

·         Expected to use and maintain the service desk ticketing system to track incidents and service requests

·         Responsible for monitoring enterprise systems, network connectivity, and server health to proactively identify issues

·         Required to coordinate with vendors and internal support teams for issue resolution beyond first- line capability

·         Must consistently deliver high-quality, friendly, and professional customer service to all internal users

·         Expected to maintain and expand technical knowledge related to systems used within the organisation

·         May be required to work after hours or overtime based on operational demand

·         Should demonstrate strong understanding of IT operations, business processes, and the specific applications used within the company

·         Must follow all established procedures for fault logging, escalation, and resolution

·         Responsible for accurate completion and closure of service tickets, ensuring appropriate documentation of actions taken

·         Expected to serve on internal ICT-related committees as required

·         Must be proactive in identifying service improvement opportunities and preventing recurring issues

·         Should be self-motivating, able to work independently without constant supervision, and take ownership of tasks through to completion

·         Must understand and demonstrate respect for IT data, risk, and security requirements in all tasks and communications

·         Responsible for onboarding and offboarding support, including user account setup, permissions, and device provisioning in line with standard operating procedures.

·         Expected to maintain proper asset tagging and documentation during issue resolution and escalation.

CORE COMPETENCIES AND SKILLS

·         Establishing focus and aligning actions with organisational goals

·         Fostering teamwork and collaborating effectively across departments

·         Adapting to and managing change in a dynamic IT environment

·         Demonstrating attention to communication and ensuring clarity of information

·         Expressing oneself clearly and professionally in verbal interactions

·         Excellent telephone etiquette and listening ability

·         Communicating effectively and concisely in written form

·         Maintaining a strong customer orientation and commitment to service excellence

·         Gathering diagnostic information through skilled questioning and active listening

·         Applying analytical thinking to troubleshoot and resolve technical issues

·         Using conceptual thinking to understand complex systems and propose holistic solutions

·         Demonstrating aptitude in application, business, and connectivity concepts with a clear understanding of IT support fundamentals

·         Applying logical thinking to structure solutions and prioritise tasks effectively

·         Ability to manage multiple incidents simultaneously while maintaining service levels.

ACADEMIC QUALIFICATIONS

l  Matric (Grade 12)

l  A , N

Ideal (Talent Development Purposes)

l  Microsoft Certified Desktop Support Technician (MCDST)

l  Microsoft 365 Certified: Endpoint Administrator Associate

l  ITIL Foundation certification

l  Associate’s degree in Information Technology

ADDITIONAL TRAINING OR KNOWLEDGE REQUIREMENTS

l  Working knowledge of Windows desktop and server operating systems

l  Familiarity with Microsoft 365 environment and support tools

l  Understanding of common networking components such as routers, switches, and firewalls

l  Proficiency in troubleshooting both hardware and software issues

l  Awareness of IT service management principles and ticketing systems

l  Ability to utilise knowledge base resources to support issue resolution

l  Understanding of enterprise application environments and remote access platforms

l  Awareness of ITIL-based support processes and escalation procedures

l  Ability to stay current with evolving technologies relevant to end-user support

l  Familiarity with remote support tools.

l  Basic understanding of security awareness principles (e.g., phishing, password management).