Help Desk Agent

Fedgroup; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A technology services partner is seeking an experienced Help Desk Agent (Dr Fix) to provide on-site support in Parktown. The ideal candidate will have extensive knowledge of desktop support, networking, and server maintenance, along with A+ and N+ certifications. Strong problem-solving skills and the ability to work under pressure are essential. Experience in Microsoft Server environments and ITIL is advantageous.

Qualifications

• 3-5 years' experience in ICT support, ideally in an on-site or client-facing role.
• Strong working knowledge of Fortinet/Fortigate technologies (essential).
• Excellent communication skills with a customer-focused attitude.

Responsibilities

• Provide on-site support for desktops, laptops, printers, and mobile devices.
• Troubleshoot hardware and software issues in a Windows environment.
• Assist with basic server management, monitoring, and patching.
• Maintain and troubleshoot LAN/WAN infrastructure, wireless networks, and VPN configurations.

Skills

Desktop Support

Networking

Server Maintenance

Troubleshooting

Communication Skills

Education

A+ Certification

N+ Certification

Security+ Certification

Tools

Fortinet/Fortigate Technologies

Microsoft 365

Azure AD

Job description

Note: This role is with Intellicomms, a Fedgroup partner company.

We're looking for a reliable and experienced Help Desk Agent (Dr Fix) with strong ICT knowledge to support a key client on-site in Parktown. This is a hands-on role suited to someone slightly more senior, with solid skills in desktop support, networking, and server maintenance.

About The Role

Intellicomms is looking for a hands-on, knowledgeable, and reliable Help Desk Agent (Dr Fix) with strong ICT industry experience to provide on-site support to one of our key clients based in Parktown. This role is ideal for someone slightly more senior, with a solid background in desktop support, server maintenance, networking, and a broad understanding of ICT environments.

Key Responsibilities

• Provide on-site support for desktops, laptops, printers, and mobile devices
• Troubleshoot hardware and software issues in a Windows environment
• Assist with basic server management, monitoring, and patching
• Maintain and troubleshoot LAN/WAN infrastructure, wireless networks, and VPN configurations
• Provide support for Fortinet/Fortigate firewalls and other network-related issues
• Offer first-line support for Microsoft 365, Azure AD, and other cloud-based systems
• Monitor system performance and security alerts; escalate complex issues where needed
• Support ICT infrastructure planning and implementation for the client environment
• Log and manage support tickets accurately; follow through to resolution
• Liaise with third-party vendors and service providers for support and procurement
• Ensure high uptime, effective issue resolution, and excellent client service
• Document systems, procedures, and changes according to IT best practices
  
  

Minimum Requirements

• A+ and N+ certifications (essential)
• Security+ certification (advantageous)
• 3-5 years' experience in ICT support, ideally in an on-site or client-facing role
• Strong working knowledge of Fortinet/Fortigate technologies (essential)
• Proficiency in desktop support and basic server management
• Broad understanding of IT infrastructure, including networking, cloud services, cybersecurity, and end-user computing
• Strong problem-solving ability and ability to work independently under pressure
• Excellent communication skills with a customer-focused attitude
  
  

Advantageous

• Experience in Microsoft Server environments
• Familiarity with ITIL or other IT service management frameworks
• Knowledge of backup solutions, remote access, and structured cabling
• Experience supporting ICT compliance and security protocols