IT Desktop support

Our client is looking for an experienced and reliable IT Support Technician (Level 1) to join their technical support team. The successful candidate will handle first-line support requests, assist with desktop and network troubleshooting, and ensure that users receive prompt and professional service.

Key Responsibilities

Act as the first point of contact for IT-related incidents and service requests.

Log, track, and resolve calls through the IT Service Management (ITSM) system.

Troubleshoot desktop, laptop, and printer hardware issues.

Install and configure software, drivers, and operating systems.

Support Microsoft 365, email configurations, and standard business applications.

Reset passwords and manage user accounts in Active Directory or Azure AD.

Assist with basic network issues (LAN, Wi-Fi, VPN connectivity).

Provide remote support using approved tools.

Escalate unresolved problems to Level 2 support and ensure proper follow-up.

Maintain accurate incident documentation and asset records.

Deliver excellent customer service and ensure compliance with IT policies and SLAs.

Technical Requirements

Operating Systems & Devices

Windows 10 / 11 configuration and troubleshooting

Basic macOS or Linux knowledge (advantageous)

Device imaging, setup, and deployment (MDT, SCCM, or similar)

Printer and peripheral setup

Software & Applications

Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)

Exchange Online, antivirus software, and remote desktop tools

Software installation, patching, and licensing awareness

Networking Fundamentals

Understanding of TCP / IP, DNS, DHCP, LAN / WAN, and VPNs

Wi-Fi configuration and troubleshooting

Awareness of IP addressing and basic subnetting

Security & Systems

Basic understanding of IT security principles and POPIA compliance

Familiarity with endpoint protection tools and MFA

Knowledge of backup and data recovery procedures

Tools & Platforms

ITSM systems (ServiceNow, Freshservice, ManageEngine, or Jira Service Desk)

Remote monitoring and management tools (advantageous)

Asset management and ticket-tracking processes

Minimum Requirements

Matric (Grade 12) essential

IT-related certificate or diploma (NQF 5) CompTIA A+ or equivalent

2-3 years experience in an IT support or helpdesk environment

Strong understanding of Windows 10 / 11 and Microsoft 365

Basic networking and troubleshooting skills

Excellent verbal and written communication

Own reliable transport and willingness to travel between sites if required

CompTIA Network+

Microsoft Certified : Modern Desktop Administrator Associate

ITIL Foundation

Microsoft 365 or Azure Fundamentals

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