Somerset West: IT Technician

Key Responsibilities Serve as the first point of contact for end-user IT support (phone, instant messaging, and in person). Log and process incoming IT service requests and document tasks and progress. Provide support for hardware and software, including installation, maintenance, troubleshooting, and user assistance. Support and maintain: Desktops & laptops Windows operating systems Microsoft Office 365 OneDrive/SharePoint & Microsoft Teams Active Directory environments Printers, peripherals, cables, monitors/TVs/projectors Networking equipment (switches, access points, routers, firewalls, cabling) VoIP systems (SIP phones, DECT phones, softphones) Mobile devices (Android & Apple) Orient and onboard new users and assist with user migrations. Escalate/delegate tasks to the IT Lead or third parties when required; route line-of-business software issues to the correct internal support. Maintain IT asset inventory and manage stock of sundry equipment (peripherals, printer toners). Assist with physically moving/installing equipment when needed. Support the IT Lead with ad-hoc tasks when required. Engage with vendors/suppliers when mandated by the IT Lead. Role Goals Ensure a smooth and reliable day-to-day IT experience for users. Proactively identify recurring IT issues and improve user support outcomes. Build and maintain institutional knowledge of systems and operating environment. Maintain and continuously develop relevant technical skills. Required Technical Skills Computer hardware support (desktops and laptops). Microsoft Windows fundamentals. Microsoft Office 365. Microsoft cloud tools: OneDrive / SharePoint / Teams. Microsoft Active Directory environments. Networking installation (cabling, patch panels, access points, etc.). Networking fundamentals: LAN/WAN/VPN/Wi-Fi (including point-to-point links). Mobile device support: Android & Apple. Requirements & Soft Skills Strong people skills: daily interaction with end-users and vendors. Valid driver’s licence and willingness to travel regularly to vendors, farms, and other sites. Must be present at remote site at least once a week (unless directed otherwise by the IT Lead). Occasional overtime (only with prior approval). Detail-oriented, reliable, and able to work independently with minimal oversight. Comfortable with practical, hands-on work and able to perform under pressure in a dynamic environment.