Technical Support Specialist

**ROLE PURPOSE**

The Technical Support Specialist is responsible for providing technical assistance, maintaining IT systems, and ensuring infrastructure optimisation. This role requires strong problem-solving skills, expertise in IT support, system architecture, and cybersecurity, and the ability to work effectively within a team.

**PRIMARY DUTIES AND RESPONSBILITIES- JOB SPECIFIC REQUIREMENTS** Systems Support**:

- Provide end-user computing support, including troubleshooting hardware, software, and network issues.
- Perform system upgrades, patches, and configuration changes as required.
- Assist in the deployment and management of IT assets and resources
- Manage and maintain server and cloud environments to ensure optimal performance and uptime.

**Systems Architecture**:

- Assess and analyse the current IT infrastructure to identify areas for improvement or optimisation.
- Design and implement solutions that enhance system performance, reliability, and scalability.
- Monitor system performance, identify bottlenecks, and implement enhancements.
- Develop and maintain comprehensive documentation, including system designs, configurations, and support procedures.

**Cyber Security**:

- Develop and execute an incident response plan to quickly address security breaches or attacks.
- Regularly monitor IT infrastructure security, conduct security audits, and proactively update defences.
- Implement best practices for data protection, access control, and vulnerability management.
- Stay up to date with the latest security threats and recommend appropriate security measures.

**Additional Information**:

- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good communication skills
- Behavioral traits such as attitude, motivation and time management
- Required to work shifts (24 x 7 x 365)
- Be prepared to perform standby duties and work irregular hours if required

**Technical Skills**
- Hardware and Software Troubleshooting - Diagnosing and fixing computer, network, and software issues.
- Operating Systems - Windows, macOS, Linux (depending on company needs).
- Networking Knowledge - TCP/IP, DNS, DHCP, VPNs, and basic firewall configurations.
- IT Security Awareness - Understanding cybersecurity best practices.
- Remote Support & Ticketing Systems - Experience with tools like TeamViewer, AnyDesk, or ServiceNow.
- Microsoft Office & Productivity Suites - Strong understanding of Microsoft 365, Google Workspace, etc.
- Active Directory & User Management - Creating and managing user accounts, password resets, etc.
- Basic Scripting & Automation (optional) - PowerShell, Bash, or Python can be helpful.

**Soft Skills**
- Problem-Solving - Ability to diagnose and resolve IT issues efficiently.
- Communication - Explaining technical concepts to non-technical users.
- Patience & Customer Service - Dealing with frustrated users calmly.
- Time Management - Handling multiple support tickets effectively.

**Qualifications & Certifications**
- Matric certificate (Grade 12)
- Diploma or Degree in IT, Computer Science, or a related field (advantageous but not always required)
- CompTIA A+ - Hardware & software troubleshooting
- CompTIA Network+ - Basic networking concepts
- Microsoft Certified: Modern Desktop Administrator Associate - Windows support
- ITIL Foundation - IT service management basics

**Leadership Competencies**
- Technical Proficiency
- Networking Knowledge
- Customer Service Skills
- Attention to Detail
- Exceptional team working skills.
- Excellent verbal and written communication skills.