Field Technician

About Us

TBIG Managed Solutions (Pty) Ltd is a South African IT Managed Service Provider (MSP) offering end-to-end technology solutions including helpdesk support, server hosting, Microsoft 365 licensing, cloud services, cybersecurity, connectivity, CCTV, VoIP, infrastructure, and solar installations.

We support clients across industries such as Legal, Medical Storage, Real Estate, Accounting, and Logistics. Headquartered in Edenvale, Gauteng, we provide remote support nationally and field services primarily across Gauteng.

The Role

Starting Date: 05 January 2026

We're looking for a
Level 1 Helpdesk & Field Technician (Hybrid Role)
to handle a
mix of remote helpdesk tickets (±50%) and onsite field work (±50%)
. You will be responsible for delivering high-quality technical support, completing scheduled SLA maintenance visits, and resolving issues independently onsite.

This is a
contract role with the potential to transition to full-time
for the right candidate.

Key Responsibilities

Field Support (±50%)

• Perform
  scheduled onsite SLA visits
  and complete site checklists, maintenance logs, and infrastructure reports.
• Troubleshoot and repair desktops/laptops (boot failures, OS errors, hardware diagnostics).
• Perform onsite troubleshooting and L1 tickets (MS Office apps,
  email access, Microsoft 365 login issues, printer queues, basic connectivity errors
  , etc).
• Install and configure new endpoints, printers, mobile devices, and VoIP devices.
• Diagnose and resolve LAN/WAN issues (cabling faults, Wi-Fi drops, firewall blocks).
• Verify Windows Updates and patching in line with TBIG's update policy.
• Respond to emergency call-outs and escalate unresolved issues promptly.

Remote Helpdesk Support (±50%)

• Resolve first-line tickets (email access, Microsoft 365 login issues, printer queues, basic connectivity errors, SharePoint permissions, etc).
• Manage user accounts (password resets, creation/deletion in Microsoft 365 Admin and Active Directory).
• Support users with VPN setup and email configuration.
• Escalate unresolved tickets to Tier 2/3 with full documentation and client communication.

Documentation & Compliance

• Log all work in TBIG's ticketing system with accurate time entries and resolutions.
• Update client documentation (infrastructure changes, hardware inventory, credentials).
• Maintain and follow TBIG SOPs and MSP best practices.

Client Interaction

• Maintain professional dress and conduct at all client sites.
• Communicate clearly with clients, set realistic expectations, and keep them updated.
• Uphold TBIG's values of professionalism, reliability, and technical competence.

What We're Looking For

Minimum Requirements:

• Matric (Grade 12)
• Valid South African driver's licence and
  reliable vehicle
  (daily site travel required)
• 1–2 years of IT support experience
  , including at least 6 months in a field/on-site role
• Intermediate knowledge of
  Windows 10/11, Microsoft 365
  , and basic networking

Technical Competencies:

• User/device management via Microsoft 365 Admin and Active Directory
• Networking fundamentals: IP addressing, DHCP, DNS, VPNs, basic firewall concepts
• Printer setup and troubleshooting (USB and network-based)
• Familiarity with RMM tools.
• Comfort with routers, switches, patch panels, and cabling

Soft Skills:

• Strong communication skills (able to explain technical issues clearly to non-technical users)
• Ability to work independently and manage your own schedule
• Detail-oriented, strong documentation habits
• Reliable, client-focused, and eager to learn in a fast-paced MSP

Working Conditions & Benefits

• Base: Hybrid (remote helpdesk + daily travel to client sites in Gauteng: Sandton, Centurion, Pretoria, Midrand, Johannesburg)
• Hours: Mon–Fri 08h00–17h00 (occasional overtime or after-hours work may be required)
• Reimbursement for tolls/parking (pre-approved)
• TBIG-branded laptop and uniform provided
• Company mobile phone or data allowance (depending on workload)
• Travel reimbursement for client visits
• Clear career path with potential to transition into a
  full-time role
  and progress into L2/L3