Support Engineer

University of Fort Hare; Pretoria; On-site; ZAR 268,000 - 402,000; Part time

Job summary

Managed Talent Solutions, a division of Datacentrix, is seeking a Support Engineer for a 6-month contract position based in Pretoria. The role targets intermediate-level candidates with desktop support and service desk experience.

The responsibilities include incident resolution, diagnostics, and escalation to Level 3, with a focus on customer service and timely communication. Onsite or remote troubleshooting may be required.

Qualifications

• Matric required.
• Bachelor's degree or Diploma in Information Technology or related field preferred.
• Minimum 2 years IT support, helpdesk, or related role.
• Hands-on experience with hardware and software troubleshooting.

Responsibilities

• Serve as the first contact with customers needing technical assistance via chat, phone, or email.
• Resolve complex hardware and software faults and provide correct diagnosis with warm transfer to Level 3 service providers.
• Respond to critical and major incidents according to established procedures.
• Perform troubleshooting using different diagnostic techniques.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues (remote or onsite).
• Provide quick resolution and excellent customer service.
• Log issues with vendors for support and coordinate repairs or replacements as needed.
• Maintain technical documentation and the service catalogue for installations and configurations.

Skills

Matric

IT support experience

Education

Bachelor's degree or Diploma in Information Technology

Job description

Managed Talent Solutions, a division of Datacentrix, is seeking a Support Engineer for a 6-month contract position with our client based in Pretoria. This role is ideal for intermediate-level candidates with experience in desktop support and service desk operations.

Qualifications and Skills Required:

• Matric required
• Bachelor's degree or Dip in Information Technology, or a related field (preferred)
• 2 years minimum of experience in IT support, helpdesk, or a related role.
• Hands-on experience with hardware and software troubleshooting.

Responsibilities:

• Serve as the first contact with customers who need technical assistance via Chat, the phone or email
• Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers
• Responding to critical and major incidents as escalated, according to established procedures
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues (Remotely or Physically onsite)
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customers
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures
• Run diagnostic problems to resolve problems
• Log respective issues with vendors for support - Repairing and replacing equipment as necessary