Information Technology Support Specialist

Axiom Technologies; Wes-Kaap; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A technology solutions provider in South Africa is seeking a Desktop Support Engineer to provide first and second-level technical support and manage service requests. This hybrid role requires troubleshooting desktop and networking issues, coordinating IT support staff, and ensuring high customer satisfaction. Prospective candidates should have a degree in IT and 1-2 years of relevant experience. Candidates are encouraged to apply by sending their resume to the provided email address.

Qualifications

• 1-2 years of hands-on experience in a desktop support or helpdesk environment.
• Experience with dispatching or coordinating IT support is a strong plus.
• Familiarity with Microsoft Active Directory and Office 365.

Responsibilities

• Provide on-site and remote support for desktops, laptops, and software.
• Monitor incoming support tickets and assign them based on priority.
• Track SLA compliance and keep stakeholders informed of ticket status.

Skills

Technical support for Windows and Mac OS

Troubleshooting networking issues

Experience with ITSM tools

Customer service and support

Education

Associate or Bachelor’s degree in IT or Computer Science

Tools

ServiceNow

Jira

Remedy

Zendesk

Job description

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritising tasks, and maintaining strong communication between IT and users.

Key Responsibilities

Technical Support

• Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
• Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business-critical applications.
• Assist with system setups, hardware deployment, and software installations.
• Perform password resets, account unlocks, and basic user account administration.
• Maintain documentation of technical procedures and known issues.

Dispatch & Coordination

• Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
• Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
• Follow up on open tickets to ensure resolution and customer satisfaction.
• Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
• Track SLA compliance and keep stakeholders informed of ticket status and updates.
• Create shift handover reports and maintain accurate logs of ongoing issues.

Requirements

Education & Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-2 years of hands‑on experience in a desktop support or helpdesk environment.
• Experience with dispatching or coordinating IT support is a strong plus.

Technical Skills

• Proficiency in supporting Windows and Mac OS environments.
• Familiarity with Microsoft Active Directory, Exchange, and Office 365.
• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
• Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (for process‑oriented environments)

Work Conditions

May include shift work, on‑call rotation, or weekend support depending on business needs.

Combination of desk‑based and floor support (if on‑site).

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to [e-mail]