IT Support Technician

Reference: REC000641-KN-1

Reporting directly to the Technical Team Leader, you will deliver robust first-line technical support, hardware/software lifecycle maintenance, and cloud platform updates across the firm. You will take end-to-end ownership of incident resolution within an ITIL-aligned framework, ensuring seamless service continuity for all corporate end users. Duties & Responsibilities The Tech Stack Deep-Dive Must-Haves:

• Cloud & Workplace Platforms: Operational execution in Microsoft Azure Cloud and advisory/support experience with Microsoft 365.
• Service Management & Standards: Solid foundation in ITIL Service Management processes, ticketing workflows, and ISO 27001 Information Security Management Systems (ISMS) compliance.
• Systems & Endpoints: Advanced troubleshooting, repairs, and diagnostics of desktop operating systems, hardware setups, and core system applications.
• Certifications & Education: Diploma / NQF level 6 in Computer Sciences / IT Systems Support, accompanied by Microsoft Desktop Support Administrator, MCSE (Cloud Platform and Infrastructure), ISO 27001, and ITIL Practitioner certifications.
• Experience: Up to 3 years of hands-on operational experience in IT User Support.

Nice-to-Haves:

• IT Asset Lifecycle Management: Experience executing enterprise hardware provisioning, new joiner onboarding setups, and hardware decommissioning in regulated environments.
• Enterprise Collaboration: Experience participating in a rotational after-hours standby support roster.

Key Responsibilities

• Primary Query & Incident Resolution: Drive end-to-end troubleshooting and rapid technical resolution for software, hardware, and cloud solutions, updating ITSM logs in accordance with ITIL standards.
• Infrastructure Maintenance & Deployment: Perform onsite and offsite platform patching, computer system maintenance, and workstation imaging for joiners and existing staff.
• Security & Asset Governance: Ensure full compliance with firm-wide asset management procedures and ISO 27001 data/information security frameworks.
• Escalations & Cross-Team Collaboration: Partner with tier-2/3 technical teams to isolate complex system defects and implement continuous service improvements