1st Line Desktop Support Engineer (Port Shepstone)

121talent Pty; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Manufacturing company in Durban is searching for a 1st Line Desktop Support Engineer. The role involves providing IT and desktop support, managing IT assets, and improving service delivery. Candidates should have a Matric certificate, relevant tertiary qualification, and 3-5 years' experience in a similar IT support role. The position is full-time and based at a dedicated plant with some travel required within the KZN region. Strong troubleshooting skills and a good understanding of IT security are essential.

Qualifications

• 3-5 years of experience in IT desktop, network, and application support within a large corporate.
• Ability to provide first-line IT and desktop support across all plants.

Responsibilities

• Provide first-line IT support to all users for applications and networks.
• Manage IT assets and ensure compliance with local IT standards.
• Assist in troubleshooting network issues to minimize downtime.

Skills

Mac OS

Active Directory

Desktop Support

Computer Networking

Mobile Devices

Windows

Remote Access Software

SCCM

Help Desk

Operating Systems

Remedy

Troubleshooting

Education

Matric / Grade 12

IT-related Tertiary Qualification

A+, N+, MCSE or similar

Job description

Our client a leading Manufacturing company based in Port Shepstone is looking to fill the position of 1st Line Desktop Support Engineer.

Purpose of the Role

The successful incumbent will provide first line IT desktop and network support to all users. The incumbent will be permanently based at a dedicated plant and serve as the first point of contact for any IT related problem that may arise at the plant. The incumbent will also be required to travel inter-branch between other plants within the KZN region at times in order to provide support to end-users applications information and network systems as well as to assist with managing and overseeing the implementation of various projects in alignment with local and Corporate IT.

Key Responsibilities

First-line IT Support

• Provide first-line IT and desktop support to all end-users applications information and network systems across all plants and sites.
• First point of contact for any IT-related problem that may arise and assist to resolve issues within the desired SLA.
• Assist with overall management and administration of the local IT service desk for all incident service requests and change requests that may arise.
• Troubleshoot and resolve all IT-related problems within an acceptable timeframe and elevate to the 2nd line desktop support engineer or corporate IT if necessary.
• Assist with all internal line-of-business applications including but not limited to the following:
• Microsoft Windows (Windows 11)
• Microsoft Office Suite (Word PowerPoint Excel Outlook OneNote etc.)
• SAP
• Adobe Reader
• Antivirus
• FortiClient
• VNC
• SCCM
• Zoom MS Teams Tencent Cloud VooV Exmail / QQ Mail
• WeChat WeCom
• Custom in-house software
• Ability to work a flexible schedule and be on call for any IT-related issue that may arise.
• Ability to work overtime and on weekends for IT-related issues that may arise or project work that would need to be delivered.

IT Desktop Support

• Provide first-line desktop support to all hardware devices and assets where necessary.
• Manage all IT assets inventory lists and fixed asset registers pertaining to the plant.
• Manage the overall lifecycle of all hardware assets in line with purchase warranties and maintenance agreements.
• Adhere to international group-IT standards for hardware and recommended changes where appropriate.
• Ensure maximum uptime and performance of all IT assets and hardware devices.
• Assist with implementation and roll-out of new workstations and laptops during projects and upgrades.
• Assist with tear-down and replacement of failed hardware components when required.

IT Software Support

Ensure that there is no illegal software or unlicensed use of applications / software on all company assets where applicable.

• Provide first-line desktop support to all company applications and software.
• Manage and support all Microsoft based applications / software to ensure that security patching and updates are current and up to date (patch management).
• Manage and support all third‑party applications / software together with external software vendors third‑party service providers as well as corporate IT where necessary.
• Protect software and data from security breaches malware and viruses.
• Assist with software asset management and licensing where necessary.

Network Support

• Provide first‑line network support to all Ethernet switches routers access points and hubs printers MFPs etc.
• Troubleshooting and fault finding of network outages and problems to prevent excessive downtime.
• Replace network hardware network components damaged network points and patch cables when required.
• Proactive monitoring of all connectivity lines and links to ensure adequate uptime.
• Proactive monitoring of all connectivity lines and links to ensure adequate performance latency and throughput.
• Reporting and escalation of connectivity outages and performance issues to external vendors suppliers and internet service providers.
• Ensure that all company network documentation network and topology diagrams are fully updated and current.

IT Security

Ensure that all antivirus installations are fully patched and up to date.

• Ensure that all IT assets and IT facilities (access control environmental conditions etc.) are safeguarded against security threats.
• Educate end‑users on the IT security risks Phishing Malware and Ransomware etc.
• Assist to develop necessary policies and procedures to ensure that security is adequately maintained at all times.

IT Administration

Maintain an exceptionally high level of customer service and IT service delivery.

• Maintain local IT standards in accordance with corporate / international / group‑IT standards.
• Prepare month‑end reports and stats.
• Maintain all IT documentation asset lists fixed asset register inventory lists and network / topology diagrams etc.
• Liaise closely with the 2nd line desktop support engineer and corporate IT with regards to incidents service requests and change requests that require international approval or assistance.
• Report any discrepancies and unauthorised changes immediately to the IT manager.
• Ensure that all IT calls incidents service requests and change requests are resolved within the desired SLA.
• Maintain system integrity availability and performance 24 / 7.
• Ensure that all required systems that are implemented and all new systems that are required for operation are implemented correctly licensed properly and secured adequately for business purposes.
• Excellent communication interdepartmentally as well as with corporate / international / group‑IT.
• Teamwork – contribute to team effort by accomplishing related results as needed.

Qualifications and Experience

• Matric / Grade 12
• IT‑related Tertiary Qualification
• A N MCSE or similar
• 3-5 years of experience in IT desktop network and application support within a similar role for a large corporate.

License

Code 08 unendorsed Drivers licence with a reliable vehicle.

If you are interested in applying for this role please send a detailed copy of your CV to [contact email not provided].

If you have not been contacted within two (2) weeks please consider your application as unsuccessful.

Key Skills

Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting

Employment Type

Full-Time

Experience

years

Vacancy

1