IT Support Specialist

1 week ago

Centurion, Gauteng, South Africa ARCS Full time
Key Responsibilities:
  • Helpdesk Support: Serve as the primary point of contact for end-users seeking technical assistance via phone, email, or helpdesk software, providing timely and effective support for hardware, software, and network issues.
  • Ticket Management: Manage and prioritize helpdesk tickets, ensuring timely resolution and keeping users informed of progress, documenting and tracking all incidents, requests, and resolutions using the company's ticketing system.
  • 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, and 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, and 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, and 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, and stay updated on the latest industry trends and technologies relevant to the role.
Requirements:
  • Soft Skills: 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, and ability to work independently and as part of a team.
  • Other Requirements: Willingness to occasionally work outside regular hours to support critical issues, ability to participate in standby support on a roster basis, and a valid driver's license and access to reliable transportation for on-site support.
Qualifications:
  • Education: Diploma or degree in Information Technology, Computer Science, or a related field.
  • Experience: 2-4 years of experience in an IT support role.
  • Technical Skills: Proficiency in Microsoft Windows and Office 365 environments, basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.), and familiarity with remote support tools and helpdesk software.

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