Lead IT Support Technician & Trusted Advisor

IT Empowerment Consulting; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

IT Empowerment Consulting seeks an IT Support Technician to maintain and repair IT systems, manage user accounts in Active Directory, and uphold client SLAs. You will guide Junior Technicians and build trusted advisor relationships with customers, ensuring issues are logged, escalated, and resolved efficiently.

The role requires CompTIA A+/N+ and ITIL certifications, strong troubleshooting skills, and a focus on delivering high customer satisfaction.

Qualifications

• CompTIA A+ certified is required.
• CompTIA N+ certification is required.
• ITIL Foundation Certification is required.

Responsibilities

• Manage, maintain and repair IT systems.
• Maintain the company's computer services and equipment.
• Provide guidance to Junior Support Technicians.
• Build partner relationships with clients and be a trusted IT Advisor.
• Ensure SLAs are met and calls are resolved.
• Log and follow up on calls, escalate when needed.
• Maintain updates to calls until closure.
• Aim for 98% monthly customer satisfaction with external customers.
• Administer User and Computer accounts in Active Directory.
• Perform hardware and software tests and document OS software.
• Coordinate with internal staff and customers to resolve issues.
• Identify and resolve hardware and software issues.
• Install, configure and update hardware and software.
• Troubleshoot and diagnose technical problems.
• Design and run tests on applications per standards.
• Maintain and develop user applications per client requirements.
• Follow Standard Operating Procedures and company processes.
• Contribute to monthly Operations Report and escalate for client management.
• Provide input for escalation and feedback to the technical team.
• Train employees to analyze and repair product failures.

Skills

IT Support

Troubleshooting

Customer Service

Education

CompTIA A+ certification

CompTIA N+ certification

ITIL Foundation Certification

Tools

Active Directory

Job description

IT Empowerment Consulting seeks an IT Support Technician to maintain and repair IT systems, manage user accounts in Active Directory, and uphold client SLAs. You will guide Junior Technicians and build trusted advisor relationships with customers, ensuring issues are logged, escalated, and resolved efficiently.

The role requires CompTIA A+/N+ and ITIL certifications, strong troubleshooting skills, and a focus on delivering high customer satisfaction.