IT Support Technican

Empact Group; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Empact Group in South Africa is seeking a Support Technician to provide technical assistance to end-users, install and configure hardware and software, and resolve IT issues to keep the infrastructure running smoothly. The role focuses on maintaining local networks, ensuring security, training users, and collaborating with software developers and engineers on IT support strategies.

A driver's license and relevant IT qualifications are required.

Qualifications

• Matric and IT qualification required.
• 2–3 years of IT support experience.
• Solid understanding of computer systems and networks.
• Valid driver’s license required.

Responsibilities

• Provide technical assistance to clients by installing, configuring, testing, and upgrading software and hardware.
• Develop and maintain local networks to optimize performance.
• Ensure security and privacy of networks and systems.
• Provide training to users on new software and equipment.
• Organize upgrades and maintenance without disrupting work.
• Troubleshoot to diagnose and resolve problems.
• 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.
• Escalate unresolved issues to higher-level teams.
• Prepare reports for management on IT support operations.
• Assist in procurement of IT hardware, software, and services.
• Assist with ad hoc tasks as required.

Skills

Problem solving

Administration

Coordination

Organizational skills

Communication skills

Customer service

Team player

Professional presentation

Education

Matric Certificate

Tertiary IT qualification

2–3 years experience

Driver's license

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
• 2 - 3 years in a similar role
• In-depth understanding of diverse computer systems and networks
  
• Valid driver's license is required

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".