Job Summary
To deliver effective, timely, and professional first-line technical support to end-users across the organization, ensuring high availability of IT services and systems. The role focuses on executing day-to-day support tasks, maintaining IT infrastructure, and upholding service level agreements (SLAs) to enhance user satisfaction and operational continuity. IT Support Technicians are responsible for assisting with hardware and software troubleshooting, system installations, user provisioning, and infrastructure maintenance. They contribute to data security, backup integrity, and compliance with internal IT policies. By supporting IT asset tracking, documentation, and the delivery of core IT services such as printing, VoIP, and CCTV systems, technicians help ensure a stable and secure IT environment aligned with WastePlan's business objectives.
Responsibilities
User Support & Helpdesk Operations
- Provide first-line support for user issues including hardware, software, connectivity, and ERP system troubleshooting
- Handle support tickets via the helpdesk system promptly and in alignment with SLA expectations
- Assist in managing user account provisioning, deactivation, and routine account administration
- Maintain high levels of customer service, ensuring clear communication and issue resolution
- Update and utilize IT documentation, including internal FAQs and SOPs, to aid self-service and knowledge sharing
- Travel to nearby sites when necessary to assist with in-person user support or issue resolution that cannot be completed remotely
Infrastructure Setup and Maintenance
Install and replace network equipment (routers, switches, APs) with minimal disruptionSet up, configure, and maintain end-user devices (PCs, printers, phones, etc.)Support VoIP infrastructure by ensuring phone hardware and software extensions are functioning optimallyPerform basic CCTV support tasks including infrastructure checks and uptime reportingAssist with the roll-out of time and attendance tracking devices nationallyTravel to sites for the installation, replacement, or relocation of IT infrastructure, including network equipment, end-user devices, and clocking systems (e.g. tablets in clocking cases)Data Backup & Security Compliance
Ensure daily backups are successfully completed for critical data, including financial systemsParticipate in biannual verification of backup completeness and national system checksComply with company security policies by enforcing proper access controls and data handling protocolsImplement and monitor endpoint security measures as instructed (e.g. encryption, antivirus, patching)Asset & Stock Management
Tag and scan IT assets, ensuring records are up to date and accurateReport missing or unaccounted-for equipment for timely investigationSupport the accurate lifecycle tracking of assets through documentation and audits every 6 monthsTransport IT equipment between sites or to external repair vendors when requiredAssist with the collection and return of unused, faulty, or reassigned equipment from users or locationsPrinting and Telecommunications Support
Maintain functionality of printers and multifunction devices across all branchesTroubleshoot print queue issues, driver errors, and device communication problemsSupport telecommunications infrastructure and escalate persistent or systemic issues as neededVisit branches or remote sites to assist with the installation or basic troubleshooting of printers, scanners, or VoIP phones when remote support is not feasiblePerformance Monitoring & Reporting
Monitor the departments automated KPI dashboards and notify the Team Lead of anomaliesParticipate in quality assurance reviews to maintain service standardsProvide feedback on recurring problems, improvement opportunities, and technical bottlenecksRequirements
National diploma or certificate in Information Technology, Computer Systems, or a related field is preferredMinimum of 2 years' experience in an IT support or service desk environmentExperience with Windows operating systems, end-user device setup, and basic network troubleshootingExposure to IT asset management, user account administration, and ticketing systemsValid drivers license required, as off-site support may be necessary from time to timeEmployment will be implemented in accordance with the Employment Equity Act.
Only Applicants being considered for the role will be contacted
Closing date : 31st October 2025
Should you wish to apply, please follow the online application process
