Junior IT Support Engineer

Position Description:
Our client is inviting applications for an on-site, full-time position as a Junior IT Support Engineer in their Cape Town office. This position reports to the Director of Global IT and will perform day-to-day service requests resolution, software, and hardware incident management, change management, problem identification and resolution, configuration management and end user training activities. Additionally, this position is expected to assist in the creation of new processes, work instructions, infrastructure documentation and knowledge base articles.

The successful candidate will thrive in a dynamic, fast-paced working environment and contribute directly to their company culture and success. This position will offer unique challenges, learning and growth including the opportunity to support a global service desk team.

Responsibilities:

1. User Lifecycle Management (Joiner, Mover, Leaver)
   
   • Onboarding: Create user accounts, provision access, and configure hardware/software. Provide IT orientation and training.
   • Role Changes: Adjust access rights, upgrade/reconfigure systems, and document updates.
   • Offboarding: Deactivate accounts, recover hardware, and ensure proper documentation.


2. Deskside IT Support
   
   • Technical Support: Troubleshoot hardware, software, network, and account-related issues.
   • System & Security Maintenance: Ensure OS updates, endpoint compliance, and security awareness.
   • User Assistance & Training: Provide hands-on support, IT training, and maintain documentation.
   • Asset & Inventory Management: Track IT equipment, manage procurement, and maintain software compliance.
   • Incident Handling & Escalation: Log and resolve issues efficiently, escalating as needed.


3. Monitor and Maintain
   
   • Monitor availability and performance of all IT service portfolio components via
     • Service request and incident management framework
     • Problem resolutions guidelines
     • Other monitoring tools
   
   
   • Monitor adherence to internal business processes and procedures.
   
   
   • Perform regular maintenance tasks.

Please note: The above responsibilities are not exhaustive and other similar duties may be required from time to time.

Required Experience:

• It is essential that any candidate must have experience in both Apple and Microsoft Windows client operating systems and hardware.
• Experience in monitoring and supporting the use of
  • Microsoft Azure Active Directory
  • Microsoft Defender for Endpoint
  • Microsoft Endpoint Management
  • Microsoft Identity and Access administration
  • Microsoft Intune and other administrative tools are required.
• Microsoft Office product range.
• Computer networks, hardware and software systems and programs.
• Excellent organizational skills and outstanding attention to detail.
• The ability to multitask, perform consistently under pressure and work without supervision.
• Strong interpersonal skills and an ability to work as an effective member of a global team.
• Supporting a service desk environment and global desktop support team.

Preferred Additional Experience:

• Experience in multi-national or corporate environments is essential.
• Experience with the ITIL framework and other IT Service management tools.
• Basic understanding of compliance frameworks.
• Training in
  • ITIL
  • Google IT Support certificates
  • Microsoft Support certificates or similar training/certifications from credible sources.

The candidate must demonstrate the following skills:

• Analytical and problem-solving skills.
• Effective written, verbal and presentation and listening communications skills.
• Business relationship management.
• Strong teamwork and collaboration skills.
• Stress and Time management.

The candidate must demonstrate the following personal attributes:

• Honest and trustworthy.
• Possess cultural awareness and sensitivity.
• Flexible and able to work long hours.

Qualifications and Education:

• 3+ years with a degree or diploma in Information Technology/Systems, or equivalent qualification from a recognised tertiary institution in Information Technology user support, MCSE/MCTIP certified or another relevant Information Technology discipline.

or

• 5+ years of relevant Information Technology Service Management (ITSM) experience in a production environment with ITIL framework driven processes.

Additional information:

• Physical Demands - Successful candidate(s) will have to spend hours between users, office equipment and computers, which can cause fatigue and extended periods of time away from a desk environment. Lifting of computer equipment, supplies and materials will be required from time to time as well as tracing cables in small confined areas.
• Environmental Conditions - Successful candidate(s) may have to manage a number of projects at one time and may be interrupted frequently to meet the needs and requests of end users. The environment can be busy and noisy, and the technician(s) will need excellent organizational, time and stress management skills to complete the required tasks.
• Mental Demands - Successful candidate(s) deals with a stressful environment as many of the end users are on deadlines and require immediate service delivery or incident resolution. It is also a well-connected environment with transactional databases where continuous connectivity must be ensured.

Desired Skills:

• Azure Active Directory
• Defender for Endpoint
• Endpoint Management
• Access administration
• ITIL