IT Support Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa IT Empowered Consulting (Pty) Ltd Full time

Job Title: Desktop Support Engineer

Job Summary:

IT Empowered Consulting (Pty) Ltd is seeking a skilled Desktop Support Engineer to join our team. As a key member of our IT department, you will be responsible for providing top-notch computer support to our employees, ensuring that our IT systems are running smoothly, and addressing any technical issues that may arise.

Key Responsibilities:

  • Manage, maintain, and repair IT systems, including hardware and software configurations

  • Maintain our computer services and equipment, ensuring optimal performance and uptime

  • Provide guidance and best practices to junior support technicians, helping them develop their skills and expertise

  • Build strong relationships with our clients and serve as a trusted IT advisor, ensuring their technical needs are met and exceeded

  • Ensure that contracted customer service level agreements are met, resolving issues promptly and efficiently

  • Ensure that calls are logged, followed up, escalated, serviced, and resolved within agreed service level agreements

  • Administer user and computer accounts, as well as group membership in Active Directory

  • Perform various tests on all hardware platforms and networks, documenting all operating system software

  • Practice expert knowledge on preventative maintenance, ensuring our systems are running optimally

  • Coordinate with internal IT staff and customers to resolve technical issues, escalating them if necessary

  • Identify and resolve all hardware and software issues, providing timely and effective solutions

  • Install, configure, and update required hardware and software, ensuring seamless integration

  • Troubleshoot and diagnose technical problems, detecting and solving issues efficiently

  • Design and perform various tests on applications, adhering to required standards

  • Maintain and develop all user applications, defining specifications based on client requirements

  • Ensure adherence to best practices and standard operation procedures

  • Provide input to the monthly operations report, ensuring transparency and accountability

  • Ensure continuous communication with the technical team and feedback regarding escalations to client line management and users

  • Backup engineers for customers and support staff where required

  • Manage requests/calls escalated to vendors and third parties

  • Train employees to analyze and repair product failures and analyze customer requirements

  • Ensure adherence to all IT Empowered Consulting (Pty) Ltd processes, policies, and procedures as per prescribed compliance

  • Ensure that all allocated and contracted development activities (individual development plan) between manager and employee are successfully completed within the IT Empowered Consulting (Pty) Ltd policy and procedure framework

Requirements for Success:

  • CompTIA A+ certification

  • CompTIA N+ certification

  • ITIL Foundation Certification

  • Microsoft Azure Fundamentals AZ900

  • Microsoft Office 365 Fundamentals MS900

  • MTA: Windows Operating System Fundamentals (Windows 10)

  • Microsoft 365 Certified: Modern Desktop Administrator Associate

  • Apple Mac Apple Certified Support Professional (optional based on customer requirements)

  • 3-5 years of technical support with an emphasis in MS operating systems, MS Office, or Office 365 and office applications

About Us:

IT Empowered Consulting (Pty) Ltd is a leading IT consulting firm, dedicated to providing cutting-edge solutions to our clients. We are passionate about delivering exceptional service and building long-lasting relationships with our customers.

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