Support Technician (L2)

Key Responsibilities Desktop and End-User Support - Provide technical support for desktops, laptops, tablets, mobile devices, and peripherals. - Diagnose and resolve hardware, software, and network-related issues. - Install, configure, and maintain operating systems and business applications. - Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. - Configure printers, scanners, docking stations, and related peripherals. Incident and Request Management - Log, track, and resolve incidents through the IT Service Management (ITSM) platform. - Escalate unresolved issues to appropriate support teams. - Ensure tickets are updated accurately and closed within SLA targets. - Perform root cause analysis for recurring issues. User Administration - Create, modify, and disable user accounts. - Manage Active Directory and Microsoft Entra ID (Azure AD) accounts. - Support password resets and access management requests. - Assist with onboarding and offboarding activities. Endpoint Management - Deploy, maintain, and support endpoint devices. - Manage endpoint configurations using tools such as Microsoft Intune, SCCM, or similar platforms. - Support operating system upgrades and patch management activities. - Ensure endpoint security compliance and antivirus protection. Application Support - Support corporate applications and productivity tools. - Assist users with software installations and troubleshooting. - Coordinate application issues with vendors and technical teams when required. Asset Management - Maintain accurate inventory records for IT hardware and software. - Track asset allocation, replacements, and disposals. - Assist with procurement and lifecycle management of end-user devices. Customer Service - Provide professional and customer-focused support. - Communicate technical information in a clear and understandable manner. - Deliver user training and guidance where required. Minimum Requirements Qualifications - Matric; Technical Support NQF Level 4 - Diploma or Degree in Information Technology, Computer Science, or related field. - Relevant certifications are advantageous: - CompTIA A+ - CompTIA Network+ - Microsoft Certified: Modern Desktop Administrator Associate - ITIL Foundation Experience - 2 to 5 years of experience in an IT support or EUC support environment. - Experience supporting Microsoft Windows environments. - Experience with Microsoft 365 administration and troubleshooting. - Experience with Active Directory, Entra ID, Intune, or SCCM. Technical Skills - Microsoft Windows 10/11 - Microsoft 365 Administration - Active Directory and Entra ID - Microsoft Intune / Endpoint Manager - SCCM / MECM (advantageous) - Basic networking (TCP/IP, DNS, DHCP, VPN) - ITSM tools (ServiceNow, Freshservice, ManageEngine, etc.) - Remote support tools - Hardware troubleshooting and repairs Competencies - Strong customer service orientation - Problem-solving and analytical thinking - Excellent communication skills - Attention to detail - Time management and prioritization - Ability to work under pressure - Teamwork and collaboration - Adaptability and continuous learning Key Performance Indicators (KPIs) - Incident resolution within SLA - First-call resolution rate - Customer satisfaction score (CSAT) - Device deployment turnaround time - Ticket backlog management - Endpoint compliance and patching success rate Working Conditions - Office-based with occasional remote support requirements. - May be required to work after hours or participate in an on-call/standby roster. - Travel between company sites may be required.