Purpose of the position
As part of the IT team, the successful candidate will provide efficient and responsive technical support across the business. This includes resolving basic technical issues, supporting end users, and ensuring a high standard of service delivery.
Key responsibilities of the position
o The successful candidate will fulfil the following primary functions:
o Serving as the first point of contact for users seeking technical assistance;
o Performing remote troubleshooting using diagnostic techniques and targeted questioning;
o Determining the most appropriate solution based on the issue and information provided;
o Guiding users through the problem-solving process in a clear and structured manner;
o Escalating unresolved issues to the relevant support teams where necessary;
o Recording incidents, problems and resolutions in system logs; and
o Following up with users to ensure resolution and accurate status updates.
Knowledge and experience required
Skills, know-how and experience:
o Working knowledge of Microsoft Office applications and operating systems.
o Exposure to Microsoft 365 cloud applications.
o Good understanding of computer systems, mobile devices and related technologies.
o Ability to diagnose and resolve basic technical issues.
Professional qualifications:
o A BTech in Computer Studies or a relevant tertiary qualification.
o A+, N+ or Microsoft certifications would be advantageous.
o ITIL Foundation certification would be advantageous.
Key behaviours and competencies:
o High energy with a proactive, “can-do” attitude
o Strong collaboration and teamwork orientation
o Excellent verbal and written communication skills
o Strong listening ability and emotional intelligence
o Customer-focused approach
o Calm, composed and patient under pressure
o High attention to detail
o Analytical approach to problem-solving
Recruitment process
Selected candidates will need to attend a series of competency-based interviews/ activities and a psychometric assessment.
