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IT Support Specialist

2 months ago

Centurion, Gauteng, South Africa ARCS Full time
Job Title: Junior IT Support Engineer

At ARCS, we are seeking a highly motivated and detail-oriented Junior IT Support Engineer to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, ensuring their IT needs are met efficiently and effectively.

Key Responsibilities:Helpdesk Support:
  • Provide first-level technical support to end-users via phone, email, or our helpdesk software.
  • Troubleshoot and resolve basic IT issues, escalating more complex problems to senior IT staff when necessary.
  • Manage and prioritize helpdesk tickets, ensuring timely resolution and keeping users informed of progress.
Ticket Management:
  • Document and track all incidents, requests, and resolutions using our ticketing system.
  • Follow up with users to ensure issues have been resolved satisfactorily.
Technical Support:
  • Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
  • Assist with the installation and troubleshooting of operating systems, software applications, and updates.
  • Support network connectivity issues, including Wi-Fi, VPN, and LAN.
User Account Management:
  • Assist with the creation, management, and troubleshooting of user accounts, including email and access permissions.
  • Reset passwords and manage user access to systems and applications as per company policies.
IT Administration:
  • Maintain accurate records of hardware and software inventory.
  • Assist in the setup and maintenance of IT documentation, including user guides and procedures.
  • Provide basic training to end-users on IT systems and best practices.
Standby & On-Site Support:
  • Participate in standby support on a roster basis, responding to urgent technical issues outside of regular working hours.
  • Provide on-site support when necessary, including troubleshooting and resolving technical issues that cannot be handled remotely.
Continuous Improvement:
  • Identify opportunities for improving IT support processes and suggest enhancements.
  • Stay updated on the latest industry trends and technologies relevant to the role.

Requirements:

  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and attention to detail.
  • Customer-oriented attitude with a focus on delivering high-quality support.
  • Ability to work independently and as part of a team.
  • Willingness to occasionally work outside regular hours to support critical issues.
  • Ability to participate in standby support on a roster basis.
  • A valid driver's license and access to reliable transportation for on-site support.

Qualifications:

  • A diploma or degree in Information Technology, Computer Science, or a related field.
  • 2-4 years of experience in an IT support role.
  • Proficiency in Microsoft Windows and Office 365 environments.
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).
  • Familiarity with remote support tools and helpdesk software.