Desktop Support

MiWay Insurance Limited; Umhlanga Rocks; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic insurance provider in Umhlanga Rocks is seeking a Desktop Support Technician to provide Level 2 support for various user-related systems. The ideal candidate must have Grade 12, ITIL v4 and CompTIA A+ certifications, along with 2-3 years of desktop support experience. Responsibilities include managing service requests, maintaining IT assets, and providing support in a call centre environment. This position demands excellent troubleshooting skills and a customer-centric approach in a fast-paced organizational culture.

Benefits

Personal development opportunities

Dynamic working environment

Diversity and inclusion initiatives

Qualifications

• Grade 12 qualification is mandatory.
• ITIL v4 and CompTIA A+ certifications are essential.
• 2–3 years in Desktop Support or IT Support is required.

Responsibilities

• Deliver Level 2 desktop support and administer user-related systems.
• Provide efficient incident and service request resolution.
• Maintain on-site IT assets and support call centre technologies.

Skills

Troubleshooting ability

Analytical problem-solving

Excellent written & verbal communication

Customer-centric behavior

Education

Grade 12

ITIL v4 Foundation Certification

CompTIA A+

Relevant System Support NQF Level 5 or equivalent

Tools

Windows 11

Microsoft 365 Admin Center

Jira Service Management

Genesys Cloud

Job description

Who are we?

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it’s inspired by humans.

Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things. We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way. Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Purpose of the Position

Department: Information Technology

Reporting To: Desktop Support Manager

Location: KZN Regional Office (On‑site)

The Desktop Support (IT Support Technician) role will deliver Level 2 desktop support, administer user‑related systems including Active Directory, SCCM, Intune, MFA, Microsoft 365 Admin Center and telephony platforms, provide efficient incident and service request resolution, maintain on‑site IT assets, and support call centre technologies while ensuring adherence to SLAs and ITIL practices. This role requires travel due to regional requirements.

What will you do?

MiWay is committed to enabling people to live their way through a reliable, secure, and customer‑focused technology ecosystem. The IT Support Technician will provide on‑site technical support, manage desktop‑related service requests, maintain asset integrity for the KZN office, and ensure consistent service delivery within SLA while operating in a fast‑paced call‑centre environment. This role requires an individual who can work independently while liaising with distributed IT teams to uphold operational excellence and communicate effectively across all levels, from end‑users to senior management.

Minimum Requirements

Minimum Qualifications Required

• Grade 12
• ITIL v4 Foundation Certification (Required)
• CompTIA A+ (Required)
• CompTIA N+ or equivalent networking certification (Advantageous)
• Microsoft Certifications (MD-102 / MS-900 / AZ-900 beneficial)
• Relevant System Support NQF Level 5 or equivalent
• Valid driver’s license (advantageous due to regional travel if required)

Minimum Experience Required

• 2–3 Years Desktop Support / IT Support experience (Level 1–2)
• Experience in a call‑centre environment (advantageous)
• Experience with Jira Service Management or other ITSM platforms
• Experience supporting telephony platforms (Genesys Cloud / CIC advantageous)

Deliverables

The successful candidate will be required to perform the following:

Technical Support & Troubleshooting

• Provide support on Windows 11, O365, Teams, Outlook
• Desktop, laptop, and mobile device support
• Hardware diagnostics & replacements
• Printer troubleshooting & configuration
• Network troubleshooting (LAN, Wi‑Fi, VLAN basics)

Directory & Identity Services

• User provisioning in Active Directory
• Resetting passwords, unlocking accounts
• Managing distribution groups & security groups
• Ensuring compliance with joiner/mover/leaver processes

Endpoint Management

• Device enrollment and policies via Microsoft Intune
• Microsoft 365 Admin Center
• BitLocker & security compliance monitoring
• Perform basic SCCM administration, including Device and User Collection management

MFA & Security

• MFA onboarding, troubleshooting & resets
• Understanding of Zero Trust fundamentals
• Support of secure authentication processes

Incident, Problem & Major Incident Management

• Logging, classifying, and prioritizing tickets
• Identifying major incidents, escalating to L3/Manager
• Ensuring all SLAs are consistently met
• Root cause data collection for problem management

Telephony & Call Centre Systems

• Basic troubleshooting on Genesys Cloud
• Understanding of legacy CIC telephony systems
• Ability to escalate telephony outages and track cases
• Awareness of confidentiality of customer records

The Insurance Application Support (TIA) – Advantageous

• Basic navigation
• Understanding policy lookup processes
• Logging queries to relevant application support teams

Asset Management (KZN Office Responsibility)

• Maintaining asset register accuracy
• Issuing equipment to staff
• Returning and retiring assets
• Serial number tracking & audits
• Stock level updates and consumable management

Documentation & Reporting

• Creating SOPs, work instructions & technical guides
• Weekly operational reporting
• Maintaining site documentation and process flows

Stakeholder Management

• Communicating clearly with senior management
• Providing updates during outages
• Liaising with vendors and service providers

Competencies Required

• Strong troubleshooting ability
• Analytical problem‑solving
• Excellent written & verbal communication
• Ability to work independently
• Attention to detail
• Process‑driven mindset
• Customer‑centric behavior
• Ability to handle pressure in a fast‑paced environment
• Ability to work and collaborate with remote teams.

Knowledge And Skills

• Problem Tracking Tools
• Computer Installation
• Compliance Monitoring
• Computer Operations Knowledge
• Information Reporting

Personal Attributes

• Interpersonal savvy - Contributing independently
• Decision quality - Contributing independently
• Action orientated - Contributing independently
• Optimises work processes - Contributing independently

Core Competencies

• Being resilient - Contributing independently
• Collaborates - Contributing independently
• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.