IT Technician

In this high-impact support role, the Service Desk IT Technician is responsible for handling both scheduled installations and urgent technical issues, aiming to resolve problems at first contact wherever possible. Working through support tickets, they either resolve issues directly or escalate them efficiently to the appropriate team. They also assist in sales-related technical support when needed. Success in this role hinges on strong troubleshooting skills, a customer-first mindset, and the ability to balance independence with effective teamwork. What you'll do Ticket handling like a boss Dive into your assigned tickets, making sure the scope is clearno assumptions, no surprises. If anythings fuzzy, ask! Clarification is better than guesswork. Log incidents accurately, prioritise smartly, and always ensure you understand the issue before acting. Keep a watchful eye on your service boardyour mission control for progress. Work those faults within SLA limits; escalate if needed but never drop the ball. Handle every interaction like a procalm, courteous, and clear whether its via phone or email. Keep clients informed with regular updatesno one likes being left in the dark. Flag urgent tickets, label them properly, and deal with them fastpriorities matter. Share the status of high-risk or critical issues with the Account Management team as they evolve. When the queue gets busy, jump in and lend a handteamwork makes the ticket flow. Align scheduled work with the Support Centre Co-ordinator so everyones on the same page. Heading onsite? Double-check your toolkithardware, software, everything. Deliver onsite support smoothly and on timereschedule if needed, but keep everyone in the loop. Keep service tickets tidy and detailed with clear notes and time logsfuture-you will thank you. Before billing, make sure all info is locked in and accurateno missing pieces. Final ticket check before closingcomplete, clear, and client-ready. Proactive power moves Tackle routine maintenance before it turns into a ticketprevention is the best kind of cure. Keep sharpening your tech toolkitupskill often to nail those first-time fixes. Stay one step ahead by jumping on RMM alertsspot and solve issues before the client even knows they exist. Teamwork makes the dreamwork Jump in with the crew to keep ticket queues flowing and deadlines in checkno one fights the ticket beast alone. Show up to weekly team huddles ready to share, update, and troubleshoot together. Keep the knowledge flowingupdate docs and the company Knowledgebase whenever you learn something new or spot a gap. Customer relationship management Be a proud flag-bearer for the brandevery interaction should reflect the client's values and vibe. Respond fast, respond wellbecause clients remember how you made them feel (and how quickly you helped). Build solid, lasting relationships with clientstrust is the real tech glue. Always look for ways to boost satisfactionsmall wins create loyal fans. Team up with colleagues to surprise and delighthappy clients are a team effort. Spot a recurring issue? Loop in the Sales Team and recommend smart, scalable solutionsbecause every problem might be a product waiting to happen. Additional responsibilities Keep your eyes peeled for process gaps or upgrade opportunitiesif you spot it, suggest it. This isnt a box-ticking role; it evolves with the businessso flexibility is part of the gig. Follow the playbook (our Ways of Work) to deliver consistently excellent outcomesstructure sets you free. What you'll need Minimum experience required - Level 1 Grade 12 Senior Certificate Current A and N or equivalent Certification 2 years of industry relevant Experience in email/phone/onsite troubleshooting Completion of all stated internal and external training as per the individual Personal Development Plan Experience - Level 2 Drivers License VMware Experience (Basic) Mac Workstation Experience (Intermediate) Microsoft Office Application Support Experience (Expert) Internet Connectivity Support Experience (Expert) Intermediate Networking Experience Experience Administering cloud services Windows Server Administration and Support (Certification an advantage) Exchange Server Administration and Support (Certification an advantage) Minimum 3 years of industry relevant Experience in email/phone/onsite troubleshooting Completion of all stated internal and external training as per the individual Personal Development Plan Experience - Level 3 VMware VCP (VMware Certified Professional) VMware Expert (Understanding VMware Clustering and vSwitches) Windows Server, Exchange and Office 365 (Expert) Must at least have a MCSA Windows Server 2016 or Equivalent Having experience setting up and troubleshooting issues SAN Experience (Expert) Having installed, configured, and troubleshooted Minimum 5 years of Industry Experience in IT, working with Servers in depth and in an IT Support Environment Personality Blueprint Problem-Solver Breaks down complex tech puzzles into manageable, effective solutions with curiosity and determination Patient & Empathetic Supports users of all tech levels with understanding, patience, and a reassuring tone Customer-Centric Listens actively, delivers timely fixes, and puts user satisfaction at the heart of every interaction Calm Under Pressure Keeps cool when the heat is on, handling urgent issues and chaos with calm professionalism Detail-Oriented Dynamo Pays attention to the little thingsensuring precise logs, accurate resolutions, and thorough follow-ups Adaptable & Resourceful Thrives in change, embraces new tech and shifting processes with ease and creativity Collaborative Communicator Works well with teammates and cross-functional teams to deliver aligned, seamless IT support Tech Enthusiast Passionate about learning the latest tools, trends, and innovations in the IT space Proactive Problem-Predictor Anticipates issues before they arise and suggests smart ways to improve systems Reliable & Accountable Follows through on every commitment, owning tasks from start to resolutionno loose ends

Location: eThekwini, ZA

Posted Date: 6/3/2025