IT Desktop Technician

Surgo PTY Ltd; Cape Town; Hybrid; ZAR 210,000 - 270,000; Full time

Job summary

DENIS is seeking a reliable IT Support Technician to provide first-level technical support and maintain day-to-day IT operations from a hybrid office setup in Century City, Cape Town. The role requires strong customer service, problem-solving abilities, and the capacity to work both independently and as part of a team.

The candidate will handle hardware and software queries, manage helpdesk requests, and ensure SLA adherence while maintaining IT assets and documentation.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Fluent in English with strong written and verbal communication.
• Adaptable, calm under pressure, and able to work in a team.
• Minimum 2 years' technical experience and passion for technology.

Responsibilities

• Provide first-level user support for all hardware and software requests logged via helpdesk.
• Maintain and classify requests on the internal helpdesk and ensure correct workflow.
• Ensure tickets meet SLA times and complete Asset Management Audit for PCs, monitors and laptops.
• Assist with environmental checklists and maintain SOPs and change documentation.
• Manage access permissions and troubleshoot hardware/software issues.

Skills

Communication skills

Customer service

English fluency

Problem solving

Teamwork

Attention to detail

Flexibility/after-hours

Education

Senior Certificate (NQF4)

A+

N+

MCSE

Job description

An opportunity exists at DENIS for a IT Support Technician

DENIS is seeking a reliable and solutions-driven IT Support Technician to provide first-level technical support and ensure the smooth day-to-day operation of their IT environment. The successful candidate will be responsible for assisting users with hardware and software-related queries, managing helpdesk requests, maintaining IT assets and documentation, and ensuring that support requests are resolved within agreed service levels. This role requires a strong customer-service mindset, excellent problem-solving abilities, attention to detail, and the ability to remain calm and effective in a fast-paced environment. The ideal candidate will be technically capable, adaptable, and comfortable working both independently and as part of a team.

Key Performance Areas

• Provide first-level user support for all hardware and software requests logged via helpdesk
• Maintain and classify all requests that are made 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 and Experience: Essential Requirements

• 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

Additional requirements that would be advantageous

• Senior Certificate (NQF4), Minimum
• A+
• N+
• MCSE
• Minimum 2 years' technical experience
• Computer literacy essential with a passion for technology and problem solving

Salary: Market related

Hybrid position,office located at Century City, Cape Town