IT Desktop support

MyCareerCraft; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

MyCareerCraft is seeking an experienced IT Support Technician (Level 1) to join the technical support team in Gauteng. The role focuses on first-line support, desktop and network troubleshooting, and delivering prompt, professional service to users.

The ideal candidate has 2-3 years in IT support, is proficient with Windows 10/11, Microsoft 365, AD/Azure AD, and basic networking. Travel between sites may be required; a strong customer-service orientation is essential.

Qualifications

• Matric (Grade 12) is essential.
• 2-3 years of IT support or helpdesk experience.
• Proficiency with Windows 10/11 and Microsoft 365.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests.
• Log, track, and resolve calls in the ITSM system.
• Troubleshoot desktop, laptop, and printer hardware.
• Install and configure software, drivers, and operating systems.
• Support Microsoft 365 and email configurations.
• Reset passwords and manage user accounts in Active Directory or Azure AD.
• Assist with basic network issues (LAN, Wi‑Fi, VPN).
• Provide remote support using approved tools.
• Escalate unresolved issues to Level 2 with proper follow-up.
• Maintain accurate incident documentation and asset records.

Skills

Verbal communication

Written communication

Customer service

Basic networking & troubleshooting

Education

IT-related certificate or diploma (NQF 5)

CompTIA A+ or equivalent

Tools

ITSM systems (ServiceNow)

ITSM systems (Freshservice)

ITSM systems (ManageEngine)

Jira Service Desk

MDT/SCCM

Remote monitoring tools

Job description

Our client is looking for an experienced and reliable IT Support Technician (Level 1) to join their technical support team. The successful candidate will handle first-line support requests, assist with desktop and network troubleshooting, and ensure that users receive prompt and professional service.

Key Responsibilities

• Act as the first point of contact for IT-related incidents and service requests.

• Log, track, and resolve calls through the IT Service Management (ITSM) system.

• Troubleshoot desktop, laptop, and printer hardware issues.

• Install and configure software, drivers, and operating systems.

• Support Microsoft 365, email configurations, and standard business applications.

• Reset passwords and manage user accounts in Active Directory or Azure AD.

• Assist with basic network issues (LAN, Wi-Fi, VPN connectivity).

• Provide remote support using approved tools.

• Escalate unresolved problems to Level 2 support and ensure proper follow-up.

• Maintain accurate incident documentation and asset records.

• Deliver excellent customer service and ensure compliance with IT policies and SLAs.

Technical Requirements

Operating Systems & Devices

• Windows 10 / 11 configuration and troubleshooting

• Basic macOS or Linux knowledge (advantageous)

• Device imaging, setup, and deployment (MDT, SCCM, or similar)

• Printer and peripheral setup

Software & Applications

• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)

• Exchange Online, antivirus software, and remote desktop tools

• Software installation, patching, and licensing awareness

Networking Fundamentals

• Understanding of TCP/IP, DNS, DHCP, LAN/WAN, and VPNs

• Wi-Fi configuration and troubleshooting

• Awareness of IP addressing and basic subnetting

Security & Systems

• Basic understanding of IT security principles and POPIA compliance

• Familiarity with endpoint protection tools and MFA

• Knowledge of backup and data recovery procedures

Tools & Platforms

• ITSM systems (ServiceNow, Freshservice, ManageEngine, or Jira Service Desk)

• Remote monitoring and management tools (advantageous)

• Asset management and ticket-tracking processes

Minimum Requirements

• Matric (Grade 12) essential

• IT-related certificate or diploma (NQF 5) CompTIA A+ or equivalent

• 2-3 years experience in an IT support or helpdesk environment

• Strong understanding of Windows 10 / 11 and Microsoft 365

• Basic networking and troubleshooting skills

• Excellent verbal and written communication

• Own reliable transport and willingness to travel between sites if required

• CompTIA Network+

• Microsoft Certified: Modern Desktop Administrator Associate

• ITIL Foundation

• Microsoft 365 or Azure Fundamentals