Information Technology Desktop Support

Key Responsibilities:

Service Desk (Telephonic L1/L2 Support)
✅ Monitor and respond to service desk requests via phone and email during business hours.
✅ Log, categorise, prioritise, and assign incidents according to call logging procedures and SLA
✅ Provide Level 1 and Level 2 remote/telephonic support across user, endpoint, Microsoft 365, and network-related issues.
✅ Provide clear, non-technical explanations to users, set expectations around timelines
✅ Escalate incidents beyond scope to vendors, L3 resources, or the Technical Manager

Onsite Technical Support (Independent Field Work)
✅ Perform onsite troubleshooting and resolution for desktop, laptop, printer, network, phones
✅ Carry out onsite installations, configurations, and replacements (workstations, networking equipment, peripherals, basic infrastructure).
✅ Communicate professionally onsite: reassure users, manage stakeholders, and Manager
✅ Own the outcome: confirm the fix, validate functionality, document the resolution, and close the loop with the user and ticket updates.

What we’re looking for:

Experience, Skills & Qualifications
✅ Matric + relevant IT qualifications/certifications OR equivalent practical experience
✅ 3–5 years in a similar IT support role (MSP exposure advantageous)
✅ A mix of experience in both Service Desk telephonic support AND Onsite Desktop support
✅ Valid driver’s licence and own transport (onsite support requirement)

Tech Stack & Tooling:
✅ Microsoft 365 / Office 365 user support and administration - Required
✅ Windows desktop troubleshooting - Required
✅ Windows server - Basic server awareness, Active Directory fundamentals - Required
✅ Networking fundamentals (LAN/WAN, Wi-Fi, DNS, DHCP, routing basics) - Required
✅ Hardware troubleshooting (desktops/laptops/printers; common vendor devices) - Required
✅ Ticketing exposure to Zoho Desk or other ticketing systems
✅ Endpoint Security using Zoho Endpoint Central, Intune, Gravity Zone (similar) - Required
✅ Remote control: TeamViewer