IT Helpdesk Technician at Hire Resolve

Job Description

• An independent financial services provider based in Port Elizabeth (Gqeberha), South Africa, offering a full spectrum of wealth management, insurance, and advisory solutions, is seeking a IT Helpdesk Technician who will provide first-line (L1) helpdesk support and service excellence to internal clients, ensuring prompt ticket triage, user guidance, and basic troubleshooting.

Responsibilities:

• Act as the primary contact for incoming IT support tickets, logging, resolving, and escalating issues to the Systems Administrator as required.
• Train and assist end-users on basic troubleshooting to reduce repetitive support tickets.
• Prepare weekly status reports on ticketing volume, resolution rates, and escalations.
• Assist the Systems Administrator with core systems maintenance, monthly patching cycles, server health monitoring, and backup validation/reporting.
• Support Microsoft 365, Exchange, active directory/email rules, user rights, and archiving.
• Format, reimage, update, and deploy end-user devices, software, and peripheral equipment.
• Maintain customized operational spreadsheets and support IT procurement processes as needed.
• Maintain and troubleshoot peripheral hardware, including network switches, access control, clocking systems, printers/scanners, and mobile devices.
• Create and deploy company email signatures and banners, including ad-hoc image editing when requested.

Minimum Requirements:

• Required: Matric Certificate; CompTIA A+ and N+ proficiency.
• Advantageous: 3-year Diploma or Degree in Information Technology or a related field.
• Proven experience in desktop and basic server support within a Windows corporate network environment.
• Hands-on exposure to Microsoft 365, Exchange, MS-SQL, Hyper-V, VMware, and complex network configurations.
• Familiarity with IT security measures and system backup operations.
• Languages: Fully bilingual in English and Afrikaans (Non-negotiable).
• Licensing: Valid Code 8 Driver’s License (Non-negotiable).
• Availability: Willingness to work after hours or on weekends when necessary to maintain zero business-hour downtime.

Core Competencies

• Technical Mindset: Strong analytical problem-solving skills; enthusiastic tinkerer with a track record of practical solutions.
• Service & Communication: Excellent verbal and written communication with a high-touch customer service orientation.
• Work Ethic & Delivery: Highly responsive, organized, and adaptable under pressure with strict attention to detail and self-management capabilities.