Benoni: Intermediate IT Support Technician posted by ICTEngage

To provide professional onsite IT support to clients, ensuring efficient resolution of technical issues, reliable system performance, and high levels of customer satisfaction. The role focuses on end-user support, software application support, IT administration, device support, installations, and general infrastructure support within a client-facing environment.

The successful candidate must be technically strong, client-focused, well presented, and comfortable working directly at client sites on a daily basis.

Key Responsibilities IT Support & End-User Assistance

• Provide onsite technical support to clients for hardware, software, connectivity, and device-related issues
• Troubleshoot and resolve desktop, laptop, printer, tablet, and peripheral issues
• Support and maintain Windows operating systems and Microsoft Office applications
• Troubleshoot and support Android and iOS tablets, including setup, connectivity, application support, and user assistance
• Assist users with software application support and troubleshooting
• Perform installations, configurations, and upgrades of IT equipment and software
• Setup and configure new user workstations, tablets, and devices

Microsoft 365 & IT Administration

• Support Microsoft 365 environments including:
  • Outlook
  • Teams
  • OneDrive
  • User accounts and access
• Perform password resets and user account administration
• Assist with email troubleshooting, profile setup, and synchronization issues
• Maintain accurate IT documentation and asset records
• Provide general IT administrative support across client environments

Network & Infrastructure Support

• Troubleshoot basic network connectivity issues including LAN, WiFi, internet, DNS, and DHCP
• Assist with router, switch, and access point installations
• Support onsite IT infrastructure installations and maintenance
• Diagnose connectivity and performance-related issues

Client Service & Support Delivery

• Deliver professional and client-focused support at all times
• Build strong relationships with clients through excellent communication and service delivery
• Manage and update support tickets accurately within the helpdesk system
• Ensure timely resolution of support requests in line with SLA requirements
• Escalate complex technical issues where necessary
• Represent the company professionally while working onsite at client locations

Minimum Requirements

• Matric (Grade 12)
• Relevant IT qualification or certification advantageous
• 24 years experience in IT support, desktop support, or field support roles
• Previous experience in a client-facing onsite support environment
• Strong IT administrative experience
• Experience with IT installations, device support, and technical troubleshooting
• Experience supporting tablets and mobile devices

Technical Skills

• Windows OS troubleshooting
• Microsoft 365 support and administration
• Software application support
• Tablet and mobile device troubleshooting (Android & iOS)
• Basic networking knowledge (IP, DNS, DHCP, WiFi)
• Hardware installations and troubleshooting
• Remote support tools experience
• General IT infrastructure support

Advantageous Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• Other relevant IT support certifications

Behavioural Competencies

• Strong customer service orientation
• Professional communication skills
• Strong troubleshooting and problem-solving abilities
• Ability to work independently
• Strong organisational and administrative skills
• Ability to work under pressure and manage priorities effectively
• Reliable, accountable, and detail oriented

Other Requirements

• Valid drivers license
• Own reliable vehicle (non-negotiable)
• Willingness to travel to client sites daily
• Fuel allowance negotiable