IT Support Technician

Reporting to the relevant manager, the IT Support Technician will escalate complex or unresolved issues to second and third-level support teams and provide one-on-one and small group training to end users on IT systems at a professional services firm in Bellville, Western Cape.

Leadership is visible and approachable, and good ideas are always welcome. The team looks after its own and expects the same in return. Apply now to be considered for this rewarding opportunity.

Discretion and confidentiality are essential given the sensitive nature of the work.

• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, and LAN connectivity problems.
• Create and maintain knowledge base articles and user guides to enable self-service and reduce recurring support requests.
• Manage user accounts and access permissions in Active Directory, email systems, and other enterprise applications.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Escalate complex or unresolved issues to second and third-level support teams with complete diagnostic information.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.

• For field support roles, a valid driver's licence and own reliable transport are essential.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• Excellent problem-solving skills with the ability to diagnose issues methodically and think logically under pressure.
• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.
• A minimum of one to three years of experience in an IT support or helpdesk role in a corporate environment.
• Proficiency in troubleshooting Windows and Microsoft 365 environments including user account and license management.
• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.