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IT Support Specialist X2

2 weeks ago

Midrand, Gauteng, South Africa Development Bank of Southern Africa (DBSA) Full time
Job Description
As a Desktop Technician at the Development Bank of Southern Africa (DBSA), you will provide technical support and maintenance for computer systems, applications, hardware, software, and all other ICT resources utilised in the organisation. The Desktop Technician ensures that support services rendered to users meet the user requirements and are delivered on time in compliance with published service level agreements and service catalogues.

Key Responsibilities:
  1. Technical Support and Troubleshooting
  • Provide level 1 and level 2 support for end-users, including desktop/laptop/tablet hardware, software, and network connectivity:
    o Answer incoming calls from end-users reporting technical issues and provide real-time assistance.
    o Diagnose and resolve technical issues promptly to ensure minimal disruption to end-users.
    o Log all support requests accurately into the ITSM system.
    o Escalate unresolved issues to the appropriate team or technician when necessary.
    o Provide feedback to users and follow-up with users to ensure resolution and satisfaction with the support provided.
    o Implement updates and patches to maintain system performance and security.
    o Respond promptly to support requests, diagnosing and resolving technical issues within agreed service level agreements.
    o Use remote support tools to assist end-users as needed.
Hardware and Software Management
  • Install, configure, and maintain desktop, laptop, and tablet systems, operating systems, and applications.
  • Manage software installations, upgrades, and patches.
  • Maintain inventory of hardware and software resources and handle asset tagging.
  • Maintain security standards by enforcing policies and addressing identified system vulnerabilities.
  • Perform regular system maintenance and security:
    o Conduct regular maintenance tasks e.g. system updates, backups, and virus/malware scans.
    o Adhere to and enforce IT security policies including account management and access control.
Network and Connectivity
  • Provide support with basic network troubleshooting, including LAN/WAN connectivity, VPN access, and Wi-Fi.
  • Configure and troubleshoot networked peripherals such as printers and scanners.
User Training and Collaboration
  • Educate users on best practices for security, productivity tools, and general IT usage.
  • Create and maintain documentation for IT policies, procedures, and troubleshooting steps.
  • Collaborate with other IT team members to resolve technical challenges and escalate complex issues as required.
  • Liaise with external vendors for warranty support and equipment repairs.