Helpdesk Engineer at Thomas International South Africa

Job Purpose 

We are searching for a Helpdesk Engineer who is collaborative, process-oriented, and independent to join our dynamic Business Service team. As a key player in shaping the foundation of our technology operations, you will report to the Head of Business Services. Our primary objective is to cultivate a positive and vibrant work environment where innovation and creativity flourish. Your role will be to ensure smooth technology experiences for all staff, offering expert technical support and fostering a proactive support culture. Engaging with cutting-edge technology and external partners, you will encounter a range of challenges, driving complex issue resolutions and advancing our technological capabilities.

Your role is pivotal in empowering our workforce by enhancing productivity and job satisfaction through the mastery of tools and systems. You will play a key role in crafting intuitive training materials and self-help resources, enabling staff to swiftly overcome challenges and fostering a culture of self-reliance and continuous learning. Your deep understanding of IT trends and valuable feedback will drive enhancements in our procedures, with a focus on automation to achieve optimal efficiency.

What's in it for you...?  

By joining us, you will have the opportunity to work with cutting-edge technology and tackle diverse challenges that will enhance our operational efficiencies and technological capabilities. Your role is crucial in fostering a proactive support culture, where you will master tools and systems to boost both productivity and job satisfaction.

Furthermore, you will be part of an environment that prioritizes your professional growth through continuous learning opportunities. Stay ahead of technology trends and evolve your skills in a supportive setting that offers training and development tailored to your needs.

In addition, you will collaborate closely with other departments in a team that values transparency and agility. You will contribute to projects that not only enhance our IT operations but also align with broader business objectives. Your insights and contributions will play a key role in driving continuous improvements and fostering innovation.

Joining us means more than just taking a job. You will be stepping into a role that will shape your career and influence our work. Surrounded by peers who are equally motivated to drive change and push boundaries, you will thrive in an environment that supports your ambitions and recognizes your contributions.

Key Responsibilities  

• Providing exceptional technical assistance to all staff members, ensuring timely resolution of their questions and problems.
• Collaborating with external support providers for any unresolved issues while also maintaining internal management of such cases.
• Liaising with third-party suppliers to effectively address and resolve any ongoing issues.
• Taking charge of managing and maintaining software, tools, and services throughout the company.
• Troubleshooting and managing hardware, including laptops, Zoom Rooms, and mobile phones.
• Playing a crucial role in promoting the adoption of various business tools across our global business.
• Providing support for both internal and external IT audits.
• Analyzing common problems by running insightful reports.
• Creating, editing, and revising knowledge articles related to new and updated software and hardware.
• Delivering training to fellow staff members on troubleshooting and problem diagnosis.
• Developing and managing self-help articles to empower all staff members.
• Identifying and suggesting procedural improvements, with a particular focus on automation whenever possible.
• Supporting and contributing to team project work, ensuring meticulous documentation and up-to-date information.

Requirements

• Tech-savvy with a strong understanding of Microsoft Office software
• Outstanding communication and exceptional listening skills
• Able to diagnose and resolve basic technical issues with ease
• Highly adaptable and quick to adjust to new situations
• Capable of working effectively under pressure
• An innovative thinker who embraces change with a positive and proactive mindset

Nice to have:

• Experience with Microsoft 365 administrative applications including Azure AD (Entra), Teams, SharePoint, Intune  
• Good Understanding of networking technologies  
• Previous experience managing non-MS tools such as Zoom, LastPass, Miro, Atlassian toolset (Jira, Confluence, Jira Service Management)