IT Support Technican at Empact Group

The Main Purpose of the job:

• The Support Technician is an integral part of the IT department, responsible for providing technical assistance to end-users and addressing issues related to computer hardware, software, and network connectivity. The primary responsibility of a Support Technician is to ensure the smooth functioning of the IT infrastructure and resolve any problems that arise.

Education and Experience required:

• Matric Certificate
• Tertiary Qualification in Information Technology
• 2 - 3 years in a similar role
• In-depth understanding of diverse computer systems and networks
• Valid driver's license is required 

Knowledge, Skills, and Competencies:

• Excellent problem-solving skills
• Administration and Coordination Skills
• Organizational and time-management Skills
• Good verbal communication Skills
• You must be smart, polite and well presented at all times
• Excellent Customer Service Skills
• Strong Team player

Key areas of responsibility:

• Provide technical assistance to clients and users by installing, configuring, testing, and upgrading computer software and hardware.
• Developing and maintaining local networks in ways that optimize performance.
• Ensuring security and privacy of networks and computer systems.
• Providing training and guidance to users on how to operate new software and computer equipment.
• Organizing and scheduling upgrades and maintenance without deterring others from completing their work.
• Performing troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
• Maintaining records/logs of repairs and fixes and maintenance schedule.
• Identifying computer or network equipment shortages and placing orders.
• Collaborate with tech specialists such as software developers and engineers to develop and implement IT support strategies.
• Involves reading and researching better ways to understand the issue at hand and support client.
• Direct clients to more experienced personnel for effective resolution of an issue.
• Prepare and present reports to update management on IT support operations.
• Assist in the procurement process for IT hardware, software, and services.
• Work with team members to complete duties\projects as needed.
• Log and track warranty claims with approved suppliers and vendors
• Respond and resolve all calls allocated with in the agreed SLA times.
• Escalate unresolved issues to higher-level support teams and follow up to ensure timely resolution.
• Maintain asset allocations\reallocations database.
• Provide cover and support to the engineers during absent\busy periods.
• Provide cover and support to the Helpdesk coordinators during absent\busy periods.
• Attend educational programs, workshops, and seminars to stay abreast with developments in the IT industry.
• Prepared to take ownership of customer problems through to completion.
• Assist in areas where there may be a shortfall, within reason.
• Assist with ad hoc tasks as and when required

Closing Date 30 September 2026