A vacancy currently exists for the position of IT Support Technician.

Key duties and responsibilities include (but are not limited to):

• Manage, prioritise, and resolve tickets logged on the IT helpdesk within agreed response times.
• Provide first- and second-line end-user support across the Microsoft 365 environment, including Outlook, Teams, OneDrive, SharePoint, and the Office desktop suite (account-level support such as mailbox issues, licence assignments, sign-in problems, MFA resets, and shared mailbox/distribution group changes — excluding tenant-level or infrastructure administration).
• Diagnose and resolve end-user software issues across Windows OS, Microsoft 365 applications, ERP, and other business applications.
• Diagnose and resolve hardware issues on desktops, laptops, printers, mobile devices (iOS and Android), mobile scanners, and peripheral network equipment at the user level.
• Provide end-user support on SAP Business One, escalating application-level issues to the relevant specialists where required.
• Liaise with software vendors and external service providers to log, follow up on, and drive faults through to resolution on behalf of the business.
• Perform routine preventative maintenance on PCs, printers, and other end-user equipment.
• Manage printer consumables stock, obtain quotes, and place orders to ensure continuous availability.
• Administer user accounts and access at the end-user support level in Active Directory and Microsoft 365/ Entra ID, including locking and unlocking accounts, password resets, group membership changes, and licence assignment.
• Work closely with HR to execute the Joiner / Mover / Leaver (JML) process, ensuring timely onboarding, role changes, and offboarding of users.
• Be available for after-hours remote support when business needs require it.
• Escalate issues that fall outside the scope of end-user support, or that cannot be resolved within reasonable timeframes, to the IT Manager
  

Education, Experience and Key Competencies

• Grade 12
• Relevant IT qualification (e.g. A+, N+, MCSE/MCP, or a recognised IT diploma)
• 2–3 years' experience in an IT support, helpdesk, or desktop support role.
• Demonstrable experience supporting end users in a Microsoft 365 environment.
• Exposure to supporting business applications such as an ERP system (SAP Business One experience is advantageous).
• Solid working knowledge of Windows 10 / 11 and the Microsoft 365 application suite (Outlook, Teams, OneDrive, SharePoint, Word, Excel).
• Practical understanding of Active Directory and Microsoft 365 / Entra ID at the user administration level (account management, group membership, licence assignment, password and MFA resets).
• Ability to diagnose and resolve hardware faults on desktops, laptops, printers, mobile devices (iOS and Android), and mobile scanners.
• Basic understanding of networking concepts (IP addressing, Wi-Fi, LAN connectivity, printer and device connorietned ectivity) sufficient to troubleshoot end-user issues.
• Methodical, patient, and detail-approach to troubleshooting.
• Comfortable logging and managing faults with external service providers and software vendors.
• Strong customer service orientation with clear, professional communication.
• Able to prioritise and manage multiple tickets without losing track of follow-ups.
• Willing to be available for after-hours remote support when required.
• Team player