IT Support Technican

The Main Purpose of the job:

The Support Technician is an integral part of the IT department, responsible for providing technical assistance to end-users and addressing issues related to computer hardware, software, and network connectivity. The primary responsibility of a Support Technician is to ensure the smooth functioning of the IT infrastructure and resolve any problems that arise.

Education and Experience required:

• Matric Certificate
• Tertiary Qualification in Information Technology
• 2 - 3 years in a similar role
• In-depth understanding of diverse computer systems and networks
• Valid driver's license is required

Knowledge, Skills, and Competencies:

• Excellent problem-solving skills
• Administration and Coordination Skills
• Organizational and time-management Skills
• Good verbal communication Skills
• You must be smart, polite and well presented at all times
• Excellent Customer Service Skills
• Strong Team player

Key areas of responsibility:

• Provide technical assistance to clients and users by installing, configuring, testing, and upgrading computer software and hardware.
• Developing and maintaining local networks in ways that optimize performance.
• Ensuring security and privacy of networks and computer systems.
• Providing training and guidance to users on how to operate new software and computer equipment.
• Organizing and scheduling upgrades and maintenance without deterring others from completing their work.
• Performing troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
• Maintaining records/logs of repairs and fixes and maintenance schedule.
• Identifying computer or network equipment shortages and placing orders.
• Collaborate with tech specialists such as software developers and engineers to develop and implement IT
• support strategies.
• Involves reading and researching better ways to understand the issue at hand and support client.
• Direct clients to more experienced personnel for effective resolution of an issue.
• Prepare and present reports to update management on IT support operations.
• Assist in the procurement process for IT hardware, software, and services.
• Work with team members to complete dutiesprojects as needed.
• Log and track warranty claims with approved suppliers and vendors
• Respond and resolve all calls allocated with in the agreed SLA times.
• Escalate unresolved issues to higher-level support teams and follow up to ensure timely resolution.
• Maintain asset allocationsreallocations database.
• Provide cover and support to the engineers during absentbusy periods.
• Provide cover and support to the Helpdesk coordinators during absentbusy periods.
• Attend educational programs, workshops, and seminars to stay abreast with developments in the IT industry.
• Prepared to take ownership of customer problems through to completion.
• Assist in areas where there may be a shortfall, within reason.
• Assist with ad hoc tasks as and when required

Empact Group is committed to Employment Equity in line with legislation and will give first preference to candidates as per Equity requirements.

By applying for a role within Empact Group (Proprietary) Limited, all Personal Information that you provide to the Company will be held and/ or stored securely for the purpose of recruitment. Your Personal Information will be stored electronically in a database. Where appropriate, some information may be retained in hard copy. In either event, storage will be secure and audited regularly regarding the safety and security of the information in accordance with the Protection of Personal Information Act, 4 of 2013 (“POPI”).