IT Field Support Engineer - Intermediate

Location: Durban, KwaZulu-Natal
Employment Type: 12-Month Contract, with possibility of renewal
Department: IT Support / Infrastructure
Work Arrangement: On-site / Field-Based, with remote support as required

JOB SUMMARY

We are seeking an experienced IT Field Support Engineer – Intermediate to provide technical support, troubleshooting and maintenance across end-user computing, hardware, software and network environments.

The successful candidate will be responsible for resolving technical incidents efficiently, supporting users both remotely and on-site, maintaining IT assets and assisting with infrastructure-related projects. The role requires a strong customer-service focus, sound technical troubleshooting ability and the confidence to work independently at client or business locations.

End-User & Field Support

• Provide intermediate-level technical support to users both remotely and on-site.
• Diagnose and resolve hardware, software, operating system and connectivity-related issues.
• Install, configure and maintain desktops, laptops, printers, mobile devices and other IT equipment.
• Perform hardware replacements, upgrades, preventative maintenance and basic repairs.
• Respond to service desk tickets and ensure incidents are resolved within agreed service levels.
• Escalate complex or recurring issues to the appropriate technical support level.
• Provide professional and customer-focused support to users at various locations.

Network & Connectivity Support

• Install, configure and troubleshoot LAN, Wi-Fi and basic network connectivity.
• Troubleshoot VPN, remote-access and connectivity issues.
• Assist with the installation and maintenance of network equipment and infrastructure.
• Perform basic network diagnostics and identify connectivity-related faults.
• Support VoIP and related communication technologies.

Systems & Application Support

• Install, configure and maintain approved software and applications.
• Troubleshoot Microsoft and other enterprise applications.
• Assist with user account administration, access rights and permissions.
• Support cloud-based applications and services.
• Perform software updates, patches and system upgrades.
• Assist with IT migrations, deployments and infrastructure improvement projects.

IT Asset & Security Management

• Maintain accurate records of IT hardware, software and assigned assets.
• Assist with hardware procurement, deployment, replacement and disposal processes.
• Ensure IT equipment is configured in accordance with organisational standards.
• Adhere to IT security policies, access controls and data protection requirements.
• Identify and report potential security risks or vulnerabilities.

Documentation & Reporting

• Maintain accurate records of incidents, resolutions, changes and technical activities.
• Document troubleshooting procedures and recurring technical issues.
• Provide regular feedback on outstanding incidents and technical challenges.
• Maintain up-to-date technical and asset documentation.

Team & Vendor Collaboration

• Work closely with internal IT teams and other technical specialists to resolve complex issues.
• Liaise with external vendors and service providers regarding hardware repairs, software issues and licensing.
• Assist with technical deployments and infrastructure projects.
• Provide guidance and technical support to junior IT support staff where required.

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
• 3–5 years' experience in IT support, field services, desktop support or systems administration.
• Demonstrated experience troubleshooting hardware, software and network-related issues.
• Experience providing technical support directly to end users.
• Experience working with Windows operating systems and common enterprise applications.
• Working knowledge of LAN, Wi-Fi, VPN and basic network troubleshooting.
• Valid driver's license and willingness to travel to client/business sites as required.

Advantageous Certifications

• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator or equivalent Microsoft certification
• Cisco CCNA
• ITIL Foundation / ITIL 4
• Other relevant IT infrastructure or support certifications

TECHNICAL SKILLS

The successful candidate should have practical experience in several of the following areas:

• Desktop and laptop troubleshooting
• Windows operating systems
• Microsoft 365 and enterprise applications
• Hardware installation and configuration
• Printer and peripheral support
• LAN and Wi-Fi troubleshooting
• TCP/IP and basic network administration
• VPN and remote-access technologies
• VoIP support
• User account and access administration
• IT asset management
• Software installation and patching
• Cloud-based applications and services
• IT service management and ticketing systems

R15 000.00 - R18 000.00 CTC per month, depending on qualifications and experience