About Us
Established in 1993, Talisman Hire provides high-quality equipment, affordable prices, and prompt deliveries to meet your deadlines. Whether it’s for development, construction, maintenance, improvements, or renovations, we have the solutions for your site, factory, home, or farm.
At Talisman, we take pride in our South African heritage and believe in the incredible potential of our country. With over 142 branches across South Africa, we are honoured to be part of the Franchise Association of South Africa, the Master Builders Association, and the American Rental Association.
About the Role
Talisman is seeking a proactive and service-driven Onsite IT Support Engineer to provide day-to-day technical support across the Talisman environment, including support to Talisman franchises. The successful candidate will be responsible for maintaining operational IT stability, assisting end users with technical issues, supporting user collaboration, and ensuring efficient onboarding, offboarding, connectivity, printing, and application support services. This role requires a hands-on individual with strong troubleshooting capabilities, excellent communication skills, and the ability to manage multiple priorities in a fast-paced operational environment. The Onsite IT Support Engineer will also act as a key liaison between Talisman, its franchise network, and the appointed Managed Service Provider (MSP), ensuring effective collaboration, communication, escalation management, and alignment of support activities to maintain high levels of operational efficiency and service delivery.
Why This Role Matters
The Onsite IT Support Engineer plays a critical role in ensuring uninterrupted business operations across Talisman and its franchise network. By delivering responsive technical support, maintaining system availability, and resolving operational IT issues efficiently, this role directly contributes to productivity, customer service continuity, and business efficiency. The position also supports business growth through reliable user support, technology integrations, and effective management of IT infrastructure and end-user environments. In addition, this role is instrumental in fostering a strong working relationship between Talisman and its appointed MSP by ensuring seamless collaboration, efficient escalation management, and coordinated technical support efforts across the business.
Key Responsibilities
1. Microsoft 365, Zoho & Exchange Administration & Support
- Administrate and support Microsoft 365 and Zoho environments across head office and franchise locations.
- Manage user accounts, permissions, licenses, and mailbox configurations.
- Troubleshoot Microsoft Outlook, Teams, OneDrive, and SharePoint issues.
- Assist users with password resets, MFA configuration, and account access issues.
- Monitor and maintain Microsoft 365 operational functionality and uptime.
2. Email Migration & User Support
- Assist with Exchange and email migrations for users and franchise locations.
- Support users before, during, and after migrations to minimise operational disruption.
- Troubleshoot mailbox synchronisation and email delivery issues.
- Provide guidance to users on migrated platforms and best practices.
- Ensure successful data transfer and mailbox accessibility.
3. IT Helpdesk & End-User Support
- Provide first-line and second-line IT support using Zoho Helpdesk.
- Log, prioritise, track, and resolve support tickets within SLA requirements.
- Deliver remote and telephonic support to users and franchise stakeholders.
- Escalate unresolved technical issues appropriately when required.
- Maintain accurate ticket documentation and resolution records.
4. User Account Management
- Perform new user onboarding and account deployments.
- Configure user profiles, permissions, and access rights.
- Execute employee exits and offboarding procedures securely.
- Disable accounts and recover company assets where necessary.
- Maintain accurate user and access records.
5. Asset & Device Management
- Maintain and manage IT asset registers and device inventories.
- Configure and deploy desktops, laptops, peripherals, and mobile devices.
- Coordinate replacement or repair of faulty hardware.
- Ensure devices comply with organisational standards and policies.
- Track lifecycle management of all IT equipment.
6. Remote Desktop & Technical Support
- Provide remote desktop troubleshooting and technical assistance.
- Support users across multiple locations and franchise environments.
- Diagnose and resolve software, hardware, and connectivity issues remotely.
- Ensure minimal downtime for operational users.
- Guide users through technical troubleshooting processes professionally.
7. Printing & Connectivity Troubleshooting
- Diagnose and resolve printer-related issues remotely.
- Assist with network connectivity troubleshooting in collaboration with ISPs and local stakeholders.
- Troubleshoot Wi-Fi, VPN, and internet access issues.
- Coordinate with vendors and service providers where required.
- Ensure stable connectivity across supported locations.
8. Application Support
- Provide user support for business applications including Orange, Zoho, and Sage.
- Troubleshoot application access, performance, and configuration issues.
- Liaise with software vendors where escalation is required.
- Support users with operational queries relating to supported systems.
- Assist with updates, integrations, and application testing.
9. Store Integrations & Vendor Coordination
- Support franchise store integrations and technical implementations.
- Work closely with third-party vendors and service providers.
- Coordinate system configurations and deployment activities.
- Assist with troubleshooting during implementation projects.
- Ensure integration activities meet operational requirements.
10. Relocations, QA & Site Support
- Assist with office and store relocations from an IT perspective.
- Coordinate setup and testing of IT infrastructure during relocations.
- Perform quality assurance checks on deployed systems and devices.
- Work with local ground support teams to ensure successful setups.
- Ensure operational readiness of relocated environments.
11. Communication & Stakeholder Support
- Provide professional support to internal users and franchise stakeholders.
- Communicate technical information clearly via email, telephone, and remote sessions.
- Manage user expectations and provide regular updates on incidents.
- Build strong working relationships with operational teams and vendors.
- Maintain a customer-centric approach to support delivery.
12. Operational Support & Afterhours Assistance
- Prioritise urgent operational issues effectively.
- Provide occasional after-hours support on Saturdays between 08:00 and 12:00 when required.
- Respond promptly to business-critical incidents.
- Assist in maintaining business continuity during operational disruptions.
- Support continuous improvement initiatives within the IT support function.
13. Managed Service Provider (MSP) Coordination & Collaboration
· Work closely with the MSP to ensure effective IT support delivery.
· Coordinate escalations between stakeholders, franchisees, and the MSP.
· Ensure clear communication on priorities, incidents, and support needs.
· Monitor MSP service levels and response times.
· Collaborate with the MSP on troubleshooting, support, and projects.
· Facilitate information sharing and documentation between Talisman and the MSP.
· Identify opportunities to improve support processes and service quality.
· Maintain positive relationships with MSP representatives and vendors.
Knowledge Requirements
- Microsoft 365 administration and support, exchange and email migration processes
- IT helpdesk systems, particularly Zoho
- Remote desktop support tools and methodologies
- Email platforms and troubleshooting & Printer troubleshooting and support
- Connectivity and network troubleshooting & user account administration
- Asset and device management principles
- Application support experience (Orange, Zoho, Sage)
- Basic networking concepts and ISP coordination
- IT service management and SLA principles
- Understanding of MSP operational models and escalation processes
Skills Requirements
- Strong troubleshooting and analytical skills
- Excellent verbal and written communication skills
- Strong telephonic support capabilities
- Effective time management and prioritisation skills
- Ability to multitask in a fast-paced environment
- Strong customer service orientation
- Organised and detail-oriented approach
- Ability to work independently and within a team
- Strong documentation and reporting skills
- Problem-solving and decision-making ability
- Ability to coordinate effectively with third-party service providers and managed service partners
Experience Level Required
- Minimum 3–5 years’ experience in an IT support or helpdesk environment
- Supporting Microsoft 365 environments
- Remote support and troubleshooting
- Working with ticketing/helpdesk systems
- Supporting multi-site or franchise operations advantageous
- Onboarding, offboarding, and user administration
- Troubleshooting printers and connectivity issues
- Exposure to vendor coordination and third-party support
- Working alongside Managed Service Providers (MSPs) advantageous
Competency Requirements
- Technical troubleshooting competency
- Incident management capability
- Customer service excellence
- Prioritisation and workload management
- Attention to detail
- Adaptability and flexibility
- Technical documentation competency
- Stakeholder engagement capability
- Problem-solving competency
- Operational awareness
- Ability to collaborate effectively with internal and external stakeholders
Behavioural Requirements
- Professional and service-oriented attitude
- Reliable and accountable work ethic and ability to remain calm under pressure
- Strong sense of urgency and responsiveness
- Collaborative team player with a proactive and solution-driven mindset
- High level of integrity and confidentiality
- Willingness to support after-hours operational requirements
- Adaptability to changing operational needs with a positive and approachable demeanour
- Strong collaborative mindset with the ability to build productive relationships with internal teams, franchise stakeholders, vendors, and managed service providers
Qualifications / Certifications
- Relevant IT Diploma or Degree advantageous
- Microsoft certifications advantageous
- CompTIA A+ and/or Network+ advantageous
- ITIL Foundation certification advantageous
- Valid driver’s license
- Experience with Zoho Helpdesk advantageous
Key Performance Areas (KPAs)
Key Performance Area
Description
1
Service Desk Efficiency
Measure responsiveness, ticket resolution times, SLA compliance, and overall support effectiveness.
2
User Satisfaction
Maintain high levels of user and franchise satisfaction through professional and efficient support delivery.
3
System & Operational Stability
Ensure stable operation of Microsoft 365 services, connectivity, applications, and end-user environments.
4
Asset & User Administration Accuracy
Maintain accurate asset records, user accounts, onboarding, and offboarding processes.
5
Operational Support & Issue Resolution
Effectively prioritise and resolve operational IT issues while minimising downtime and business disruption.
6
MSP Relationship & Service Coordination
Ensure effective collaboration and communication between Talisman and the appointed MSP to support service delivery, operational efficiency, and timely resolution of IT-related issues.
Work Location: In person
