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.

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