Purpose of the Role: The Junior IT Support Technician exists to ensure that Dis-Chem Lifes employees can work effectively by providing reliable Tier 1 (T1) technical support and maintaining operational IT stability. This role supports the Head of IT and the wider IT team in delivering seamless, secure, and efficient technology services across all national operations. Through proactive support, problem-solving, and user guidance, the Junior IT Support Technician helps protect system integrity, maintain compliance with security standards, and enhance the overall employee experience. This role is central to enabling operational efficiency and ensuring staff can focus on delivering exceptional service to our clients. Role Summary The Junior IT Support Technician provides first-line IT support, assists with infrastructure maintenance, supports IT projects and rollouts, and ensures adherence to IT policies and SLAs. This includes troubleshooting hardware, software, and network issues, managing user onboarding/offboarding, maintaining asset registers, and supporting operational tools. The successful candidate will be highly organised, proactive, and capable of interacting confidently with staff at all levels. Success is measured by first-call resolution, SLA adherence, system uptime, compliance with IT standards, and positive user feedback. Benefits: Exposure to a broad range of IT systems, technologies, and projects Collaborative, supportive IT team environment Opportunity to develop IT expertise and certifications Meaningful contribution to operational efficiency across a growing national business Key Responsibilities Comprehensive Technical Support Provide first-line support for Microsoft 365, Entra ID, PowerShell, and Intune environments Manage user onboarding/offboarding, including account setup, asset allocation, and documentation Deliver desktop, printer, and mobile device support (Windows, Mac, Android, Linux) Maintain accurate IT asset registers and adhere to ticketing SLA standards Support dialer systems and other operational tools Perform general IT assistance, including Ethernet cabling, password resets, and minor troubleshooting Network Troubleshooting Diagnose and resolve wired and wireless connectivity issues Maintain understanding of network protocols, cabling standards, and network configurations Security and Compliance Assist with implementation and maintenance of IT security controls Maintain a secure, standardized IT environment in line with corporate IT policies Change and Patch Management Execute user change requests, including access adjustments and onboarding/offboarding documentation Support software updates, patch deployments, and system maintenance to ensure security and performance Projects and Rollouts Assist with technical deployments such as antivirus, VPNs, monitoring tools, and Intune MDM Participate in infrastructure improvement and migration projects Third-Party Liaison Coordinate with vendors and service providers to resolve technical issues and escalate where necessary Escalation and Backups Escalate unresolved high-priority tickets to Tier 2/3 or relevant vendors Support users with OneDrive and local backup processes Soft Skills: Highly organised, structured, and detail-oriented Proactive with strong problem-solving abilities Professional and courteous communication with staff at all levels Ability to work independently and collaboratively Resilient and composed under pressure Strong sense of ownership and accountability Minimum Requirements and Experience: Matric / National Senior Certificate 13 years IT support experience (insurance/financial services advantageous) Strong communication and interpersonal skills Proficiency in Microsoft Word, Excel, and PowerPoint CompTIA A, Network (or equivalent) IT Diploma or Degree Based in Johannesburg with reliable own transport Advantageous Certifications: CompTIA Security (S) Microsoft Modern Desktop Administrator Associate (MD-100/MD-101) Microsoft Security, Compliance & Identity Fundamentals (SC-900) Apple Certified Support Professional (ACSP) ITIL Foundation Certification Any other relevant IT or support-related certifications
