IT Support Technician

Pele Energy Group; Sandton; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading energy organization is looking for an IT Support Technician to manage and enhance its technology infrastructure. The successful candidate will provide support for hardware and software issues, ensure system performance, and assist with IT projects related to renewable energy solutions, contributing to a dynamic and innovative work environment.

Qualifications

• Minimum of 3 years' experience in IT support or help desk roles.
• Proficient in troubleshooting and technical support.

Responsibilities

• Provide first-line support to employees for IT-related issues.
• Manage and support company software applications.
• Ensure IT systems operate efficiently and securely.

Skills

Troubleshooting

Communication

Time Management

Customer Focus

Adaptability

Education

Bachelor's Degree in Information Technology

Relevant IT certifications (e.g., CompTIA A+, N+)

Tools

Microsoft Office Suite

Ticketing systems (e.g., Freshdesk)

Job description

We are seeking a skilled and detail-oriented IT Support Technician to support, maintain, and improve our organisation's technology infrastructure. The successful candidate will be responsible for installing, configuring, and troubleshooting hardware, software, networks, and other IT systems to ensure optimal performance and uptime.

Requirements

End-User Support and Helpdesk Services

• Providing first-line support to employees at the all-Pele head office with IT-related issues, both software and hardware
• Respond to internal help-desk requests, troubleshooting issues related to desktops, laptops, printers, and software programs
• Manage and offer support to staff for company software applications, such as office productivity suites (e.g., Microsoft Office 365), collaboration tools (e.g., Teams, SharePoint)
• Offer first-line support to Pele staff for issues like login problems, connectivity issues, or general hardware failures
• Install, configure and upgrade new hardware, operating systems, and software for employees
• Maintain inventory and track hardware resources (computers, monitors, phones, etc.)
  
  
  

Systems Monitoring and Maintenance

• Ensuring that the office's IT infrastructure runs smoothly, including both network and server environments
• Monitor system performance, ensuring that all IT systems are operating efficiently
• Maintain local servers and ensure proper backups, data protection, and recovery processes are in place
• Regularly check that IT systems are up to date with software patches and security updates
• Ensure that any cloud-based or hybrid infrastructure (Microsoft Azure) is working seamlessly
  
  
  

Network Support and Connectivity

• Maintaining the network infrastructure at the head office and ensuring seamless connectivity
• Ensure reliable connectivity for the office, including managing routers, switches, Wi-Fi networks, and VPN connections
• Troubleshoot network issues, including bandwidth problems, VPN issues, or failures in communication with remote renewable energy sites
  
  
  

Collaboration Tools Support

• Supporting communication tools that help the teams in the head office and remote locations collaborate efficiently
• Provide support for collaboration platforms (Microsoft Teams) used to communicate both internally and externally
• Troubleshoot issues with video conferencing systems
• Provide support for the use of document sharing, project management, or scheduling tools (e.g., SharePoint, Microsoft Project, or others)
  
  
  

Security and Compliance Support

• Assist with infrastructure support the company's IT systems are secure and comply with relevant regulations, especially those related to the energy industry
• Assist with applying security patches to devices or systems as part of the overall security policy, ensuring all devices comply with security standards
• Assist with the implementation of IT security protocols to protect sensitive data
• Help with managing security software like antivirus, firewalls, and intrusion detection systems - this may require collaboration with the IT service provider
  
  
  

Technical Documentation and Knowledge Management

• Documenting IT processes, troubleshooting steps, and systems configurations for internal reference
• Create and maintain documentation for troubleshooting common IT issues or setting up new systems
• Maintain an inventory of hardware, software, and network infrastructure, ensuring records are up-to-date for asset management and auditing purposes
• Assist with developing knowledge articles for end users to reduce common help-desk requests and improve internal self-service
  
  
  

Project Support for IT-Related Initiatives

• Supporting IT projects that improve business processes or introduce new technology
• Assist in the rollout of new software or hardware systems
• Support IT projects related to improving data flow from renewable energy sites to central systems, perhaps by working with cross-functional teams of engineers, the IT analyst, and the energy data analyst
• Provide technical support for digital transformation initiatives, such as adopting new cloud-based systems, data analytics platforms, or project management tools used within the company
  
  
  

Preferred Skills

Support for Renewable Energy-Specific Software and Hardware

• Supporting software and hardware that may be specific to the renewable energy industry
• Assist with troubleshooting and maintenance of energy monitoring systems and data logging tools used for solar, wind, or other renewable energy generation sites. This could involve supporting SCADA (Supervisory Control and Data Acquisition) systems, data analysis tools, or specialised energy management software
• Support the integration of remote renewable energy installations with the office's IT infrastructure (e.g., connecting monitoring systems, operational dashboards)
  
  
  

Desired Skills & Qualifications

Educational Background

• Bachelor's Degree in Information Technology, Computer Science, or a related field is preferred
• Relevant IT certifications (e.g., CompTIA A+, N+, Microsoft certifications)
• Minimum of 3 years' experience in IT support or help desk roles
• Proficient in Microsoft Office Suite and ticketing systems (e.g., Freshdesk)
• Strong troubleshooting and technical skills
• Ability to communicate clearly with both technical and non-technical users
  
  
  

Soft Skills

• Excellent troubleshooting and problem-solving skills
• Strong communication skills to interact with both technical and non-technical staff
• Ability to adapt and quickly learn new technologies and tools as the company scales
• Communication: Excellent written and verbal communication skills for interacting with employees at all levels of technical expertise
• Problem-solving: Strong analytical and problem-solving abilities to effectively diagnose and resolve IT issues
• Teamwork: Ability to work collaboratively with other IT team members and across departments
• Time Management: Ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment
• Customer Focus: A strong customer service orientation and a commitment to providing timely and effective support to end-users