Role Summary
You will be the first line of defence, providing essential support to users, maintaining systems, and proactively preventing issues before they escalate. Working closely with senior IT colleagues, you will have opportunities to learn, develop your skills, and gradually take on increased responsibility.

Key Responsibilities
User Support

• Provide first-line technical support across the business
• Troubleshoot hardware, software, and network issues
• Resolve tickets within agreed Service Level Agreements (SLAs)
• Escalate complex issues with clear and comprehensive documentation

Systems & Infrastructure

• Set up and configure desktops, laptops, printers, and peripherals
• Install, update, and patch operating systems and applications
• Perform routine system maintenance and health checks
• Monitor system alerts and respond promptly to security or operational issues

Account & Access Management

• Create and manage user accounts (Active Directory and cloud platforms)
• Configure email accounts, shared drives, and access permissions
• Maintain access controls, ensuring adherence to least-privilege principles

IT Operations

• Maintain accurate asset registers and documentation
• Assist with onboarding and offboarding processes, including device setup and access provisioning

Security & Compliance

• Adhere to and help enforce cybersecurity policies
• Assist with endpoint protection, updates, and patch management
• Report vulnerabilities or suspicious activity promptly

Projects

• Support senior team members with IT projects, rollouts, and testing

Minimum Requirements

• Strong English communication skills
• Good understanding of computer hardware, Windows operating systems, and basic networking
• Excellent problem-solving abilities
• Ability to manage time effectively and prioritise tasks
• Physically able to lift at least 50kg
• Willingness to learn quickly and adapt to change

Qualifications

• Either:
  • A+ and Network+ certifications with less than two years’ practical IT experience and no degree
• Or:
  • A recent graduate with an IT diploma or degree from a recognised university

Desirable Skills (Not Essential, But Advantageous)

• Experience with Active Directory
• Familiarity with Microsoft 365 and Azure
• Knowledge of VPNs and firewalls
• Basic understanding of cybersecurity principles
• Exposure to ticketing systems, such as Freshdesk, Zendesk, or ServiceNow

What Success Looks Like in the First Six Months

• You resolve the majority of common issues without escalation
• Users trust you because you respond promptly and communicate clearly
• You document fixes thoroughly to prevent recurring problems
• You identify patterns and proactively prevent potential issues

Contact information

Yashini Govender