IT Support Technican

Empact Group; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Empact Group in Cape Town seeks a motivated IT Support Technician to join the IT department. You will provide technical assistance to end-users, install and configure software and hardware, and help maintain local networks to ensure stable IT operations.

The role requires a Matric certificate and a tertiary IT qualification, with strong problem-solving, communication, and customer service skills. You will collaborate with engineers and developers and contribute to training and support

Qualifications

• Matric certificate and IT qualification required.
• Strong understanding of computer systems and networks preferred.
• Excellent customer service and communication skills required.

Responsibilities

• Provide technical assistance to clients and users by installing, configuring, testing, and upgrading computer software and hardware.
• Developing and maintaining local networks to optimise performance.
• Ensure security and privacy of networks and computer systems.
• Provide training and guidance to users on new software and equipment.
• Organise upgrades and maintenance without hindering others' work.
• Troubleshoot to diagnose and resolve problems (repair/replace parts, debugging).
• Maintain records/logs of repairs and maintenance schedules.
• Identify equipment shortages and place orders.
• Collaborate with software developers and engineers to implement IT support strategies.
• Read and research to understand issues and support clients.
• Direct clients to higher-level staff for resolution.
• Prepare and present reports on IT support operations.
• Assist in procurement for IT hardware, software, and services.
• Work with team to complete duties/projects as needed.
• Log warranty claims with suppliers and vendors.
• Respond to calls within SLA times and escalate unresolved issues.
• Maintain asset allocations/reallocations database.
• Provide cover for engineers and helpdesk staff during busy periods.
• Attend educational programs to stay updated on IT developments.
• Take ownership of problems through to completion.
• Assist with ad hoc tasks as required.

Skills

Problem-solving

Administration

Time management

Organizational skills

Verbal communication

Smart and presentable

Customer service

Team player

Network fundamentals

Education

Matric Certificate

Tertiary Qualification in Information Technology

Job description

The Main Purpose of the job:

The Support Technician is an integral part of the IT department, responsible for providing technical assistance to end-users and addressing issues related to computer hardware, software, and network connectivity. The primary responsibility of a Support Technician is to ensure the smooth functioning of the IT infrastructure and resolve any problems that arise.

Education and Experience required:

• Matric Certificate


• Tertiary Qualification in Information Technology


• In-depth understanding of diverse computer systems and networks

Knowledge, Skills, and Competencies:

• Excellent problem-solving skills


• Administration and Coordination Skills


• Organizational and time-management Skills


• Good verbal communication Skills


• You must be smart, polite and well presented at all times


• Excellent Customer Service Skills


• Strong Team player

Key areas of responsibility:

• Provide technical assistance to clients and users by installing, configuring, testing, and upgrading computer software and hardware.


• Developing and maintaining local networks in ways that optimize performance.


• Ensuring security and privacy of networks and computer systems.


• Providing training and guidance to users on how to operate new software and computer equipment.


• Organizing and scheduling upgrades and maintenance without deterring others from completing their work.


• Performing troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)


• Maintaining records/logs of repairs and fixes and maintenance schedule.


• Identifying computer or network equipment shortages and placing orders.


• Collaborate with tech specialists such as software developers and engineers to develop and implement IT


• support strategies.


• Involves reading and researching better ways to understand the issue at hand and support client.


• Direct clients to more experienced personnel for effective resolution of an issue.


• Prepare and present reports to update management on IT support operations.


• Assist in the procurement process for IT hardware, software, and services.


• Work with team members to complete duties\\projects as needed.


• Log and track warranty claims with approved suppliers and vendors


• Respond and resolve all calls allocated with in the agreed SLA times.


• Escalate unresolved issues to higher-level support teams and follow up to ensure timely resolution.


• Maintain asset allocations\\reallocations database.


• Provide cover and support to the engineers during absent\\busy periods.


• Provide cover and support to the Helpdesk coordinators during absent\\busy periods.


• Attend educational programs, workshops, and seminars to stay abreast with developments in the IT industry.


• Prepared to take ownership of customer problems through to completion.


• Assist in areas where there may be a shortfall, within reason.


• Assist with ad hoc tasks as and when required

Empact Group is committed to Employment Equity in line with legislation and will give first preference to candidates as per Equity requirements.

By applying for a role within Empact Group (Proprietary) Limited, all Personal Information that you provide to the Company will be held and/ or stored securely for the purpose of recruitment. Your Personal Information will be stored electronically in a database. Where appropriate, some information may be retained in hard copy. In either event, storage will be secure and audited regularly regarding the safety and security of the information in accordance with the Protection of Personal Information Act, 4 of 2013 (“POPI”).