Desktop Support Technician

**Reporting to**:IT / Governance Manager**

**Job Purpose**: To provide IT desktop support to the internal staff

**Location**: Woodstock, Cape Town

**Key Performance Areas**:
Under the management / direction of the IT / Governance Manager, the Desktop Support Technician will have the following responsibilities (including but not limited to):
Helpdesk Functions:

- Ensure that all Calls are accepted within the Company specified SLA agreement
- Ensure that all Calls are closed / resolved within the Company specified SLA agreement
- Ensure that all accepted calls are updated on a regular basis.
- Ensure that reassigned calls are updated and actioned accordingly

Desktop Support
- Ensure that all PC's within the Cape Town office are in good working condition
- Ensure that all Desktops have the Baseline software stack installed (MS Office, Trend, Windows 10 / 11 OS, all patches and updates, security levels are set) as well as any other additional software which does not fall part of the baseline stack.
- Unlocking of windows accounts and or Passwords
- Have knowledge and understanding of MSO 365
- Ensure that all users have access to the respective printers on the floor
- Ensure that all Printer devices are in good working order, support on toner replacements, paper Jam, address books, Security codes
- A good working knowledge of CCTV cameras and Biometric systems
- A good understanding of trouble

Active Directory
- Setting up mapped drives
- Tracing of dead network cables - from wall mount box through to the wiring closet
- Setting up of VPN for users (install, test and train)
- Assisting (1st and 2nd line support) with all Banking Application (ABSA, FNB, Nedbank and SBSA)
- Understand the workings and support on VPN clients

Printer Management
- Arrange printer services as and when needed
- Ordering of toner
- 1st line support on printer problems
- Managing Projects concerning printers

Other
- Special Projects as assigned by Management
- Internal training of ITD staff
- Research on problems and solution

**Personal attributes**
- Punctuality
- Able to work shifts which includes alternative weekends (Saturdays)
- The ability to understand the request - before acting on them
- Ability to communicate clearly and respectfully
- Friendliness and team player will go a long way

**Requirements**:

- Proficient in PC hardware and printer troubleshooting and repair
- Working knowledge of TCP/IP Networking
- Working knowledge of desktop imaging and deployment

**Skills / Knowledge / Attributes**:

- Has strong organizational, time management and communication skills
- Ability to prioritize, multi-task, and easily adapt to change
- Strong problem solving and organization skills
- Ability to take initiative and work independently
- Must meet deadlines, accomplish tasks as agreed upon time structure
- Adapt to a fast-paced, demanding environment
- Ability to effectively manage sensitive and confidential information in a professional manner

**Working Hours**:
You will be required to work a maximum of 45 hours per week;
- **Monday - Friday**: shifted between 07:00am and 23:00pm as agreed by management.
- ** Saturday**: You will be required to work a maximum of 2 Saturdays per month shifted between the times of 07:00am and 21:00pm as agreed by management.

**Remuneration Structure**:

- A basic salary
- Benefits at the full cost to the Employer;
- Funeral Cover (at the full cost of the employer)
- Life Cover (at the full cost of the Employer)
- Disability Cover (at the full cost of the Employer)
- Medical Cover (at the full cost of the employer, after successful completion of the probation period)

**This appointment will be made in line with the Nimble Group Employment Equity plan.