IT Technician

In this high-impact support role, the 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 Tackle tickets with clarity - no assumptions, always confirm details Log incidents properly, prioritise, and monitor your service board Work within SLA limits, escalate if needed, and never drop the ball Keep client comms professional and transparent - updates matter Flag and fast-track urgent issues, and loop in Account Managers on critical risks Support teammates when queues spike - teamwork is key Sync with the Support Coordinator on scheduled work Prepare thoroughly before going onsite and deliver smoothly Keep tickets tidy with notes and time logs; check accuracy before billing and closing Proactive power moves Do maintenance before it becomes a problem Upskill regularly to nail first-time fixes Act fast on monitoring alerts - solve issues before clients notice Teamwork Help manage busy queues and deadlines Join huddles ready to share and solve Update docs and knowledge bases to spread insights Customer relationships Represent the brand with professionalism and positivity Respond quickly and helpfully - clients remember how you make them feel Build long-term trust and satisfaction through small wins Collaborate with colleagues to deliver excellent client experiences Spot recurring issues and recommend scalable solutions to Sales Additional responsibilities Suggest improvements when you spot process gaps Stay flexible - the role evolves with the business Follow the Ways of Work playbook for consistency and excellence 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