About the role Technology is the backbone of modern business, and this role ensures that employees remain productive, connected, and supported. By resolving IT issues quickly and effectively, you directly contribute to business continuity, employee sa...

Key Responsibilities

• Provide basic user support and assist with troubleshooting hardware and software issues.
• Assist with installation, setup and maintenance of computers, printers, and peripherals.
• Support Microsoft Windows and Office applications for end-users.
• Assist with user account administration (password resets, access requests).
• Capture and update IT documentation, asset registers, and support records.
• Management of helpdesk tickets, ensuring the timely resolution of IT issues and user queries.
• Assist with inventory checks and IT asset management.
• Support routine system checks, updates, and audits.
• Learn and apply IT policies, procedures, and security practices.
• Liaising with business users via phone, email, and face-to-face, maintaining a friendly, approachable, and “can-do” attitude.
• Liaising with IT third-party providers, software vendors, and other relevant parties to escalate issues to second- and third-level support where required.
• Championing the business’s continuous improvement program by identifying opportunities to implement changes aligned with the overall IT strategy.
• Performing other duties as required to support the IT team and the broader team.
• The IT team follows a rotating standby schedule, with standard working hours during the first two weeks and slightly adjusted hours in the third week. The third week’s timing is subject to prior discussion and agreement.
• Stock takes are carried out on a regular basis, scheduled every second month to ensure accurate tracking and accountability.

Knowledge Requirements

Minimum Requirements

• Grade 12 and/or a minimum of A+, Network+ (N+), Security+ (S+), and Server+ certifications (or equivalent).
• A demonstrable interest in technology and innovative solutions.
• Intermediate to advanced computer literacy with Microsoft Windows and Microsoft Office.
• High level understanding of computer hardware, printers, network, and peripherals.
• Strong problem-solving skills and customer-service mindset.
• Strict sense of confidentiality and data privacy

Skills Requirements

• Strong problem-solving ability and logical thinking.
• Excellent communication skills, both written and verbal.
• Ability to handle multiple tickets and users calmly under pressure.
• Fast learner with curiosity for understanding how systems work.
• Accurate and structured in documenting steps taken and outcomes.
• Customer service orientation (empathetic, patient, and approachable).

Experience Level Required

• 3-5 years in a technical support/helpdesk environment (preferred).
• Alternatively, a strong academic foundation (diploma/certificate) in IT support or networking.
• Familiarity with supporting Windows environments and Office 365 in a school, intern, or part-time job setting is acceptable.

Added Advantage

• Previous exposure to IT support, helpdesk, or technical environments.
• High level understanding of networking concepts (LAN/WAN).
• Exposure to Microsoft 365 (Outlook, Teams, SharePoint).
• Exposure to Sage 200, SQL, or similar systems would be advantageous, though not a requirement.

Competency Requirements

• Comfort with PC hardware, OS navigation, and basic support tools.
• Ability to support users with different levels of technical understanding.
• Ensures ticket notes and escalations are complete and useful.
• Prioritizes effectively and keeps tickets moving.
• Collaborates and seeks help when needed (does not work in isolation).
• Adjust to new processes, software tools, or user expectations with a positive mindset.

Behavioural Requirements

• Positive, service-oriented attitude.
• Eagerness to learn and take feedback constructively.
• Patience and professionalism in user interactions.
• Willingness to ask questions and grow from challenges.
• Respect for client privacy, data handling, and security policies.
• Consistent, reliable, and punctual work habits.

Qualifications / Certifications

Required:

• Grade 12 and/or a minimum of A+, Network+ (N+), Security+ (S+), and Server+ certifications (or equivalent).
• Intermediate to advanced computer literacy with Microsoft Windows and Microsoft Office.