Hybrid IT Support Technician — Fast-Paced Helpdesk

Surgo; Cape Town; Hybrid; ZAR 180,000 - 260,000; Full time

Job summary

DENIS is seeking a reliable IT Support Technician to provide first-level technical support and ensure smooth day-to-day operation of the IT environment. The role covers assisting users with hardware and software queries, managing helpdesk requests, maintaining IT assets and documentation, and ensuring SLA-compliant resolutions.

The ideal candidate will have strong customer service, problem-solving ability, attention to detail, and the capacity to work both independently and in a team.

Qualifications

• Excellent communication and interpersonal skills are essential
• Follow reasonable and lawful instructions
• Fluent in English, the business language
• Concise and accurate communication with proficiency in English (written, verbal and presentation)
• Attention to sound etiquette is essential
• Adapting and coping in stressful situations is vital
• Interpersonal skills and working in a team and being able to manage using emotional intelligence
• Delivering quality results

Responsibilities

• Provide first-level user support for all hardware and software requests logged via helpdesk
• Maintain and classify all requests on the internal helpdesk and ensure are put into correctworkflow
• Ensure that all the tickets on the helpdesk are within the predetermined SLA times
• Complete Asset Management Audit for all PC's, Monitors and Laptops
• Ensure the environmental checklist is complete daily and to be sent to line manager
• Ensure that all standard operating procedures and change requests are created and filed
• Controlling access permissions and privileges
• Problem-solving and troubleshooting skills are paramount so that you can figure out exactly what iscausing the hardware and software issues
• Strong customer service and listening skills to understand a customer's problems so that you can helpthem, even when they are frustrated
• Part of a standby support schedule
• Strong ability to multi-task and prioritise
• Creative thinking out of the box & open to new ideas & innovative ways of working
• Ability to work after hours

Skills

Communication

Customer service

Problem solving

Attention to detail

Teamwork

Emotional intelligence

Multi-tasking

Time management

Education

Senior Certificate

A+

N+

MCSE

Job description

DENIS is seeking a reliable IT Support Technician to provide first-level technical support and ensure smooth day-to-day operation of the IT environment. The role covers assisting users with hardware and software queries, managing helpdesk requests, maintaining IT assets and documentation, and ensuring SLA-compliant resolutions.

The ideal candidate will have strong customer service, problem-solving ability, attention to detail, and the capacity to work both independently and in a team.