IT Technician (Hybrid) - Marble Hall at Think South Africa

Duties and Responsibilities include but not limited to:

• Deliver comprehensive technical support to end-users, addressing their hardware and software-related concerns to maintain smooth day-to-day operations.
• Respond promptly to user inquiries and issues, ensuring minimal disruption to their workflow.
• Prioritise and categorise support requests to manage them effectively and provide timely solutions.
• Identify and diagnose hardware problems by conducting hardware tests, examining system logs, and utilising diagnostic tools.
• Resolve software issues by analysing error messages, system logs, and conducting thorough troubleshooting procedures.
• Ensure that hardware and software problems are resolved efficiently, reducing downtime for end-users.
• Install, configure, and maintain a wide range of computer hardware, including desktops, laptops, and peripherals.
• Perform regular hardware maintenance tasks, such as cleaning, optimising performance, and replacing faulty components to extend the lifespan of equipment.
• Install and configure software applications, including operating systems and productivity software.
• Stay updated with software patches and updates to ensure the organisation's systems are secure and running efficiently.
• Troubleshoot software-related issues, assisting users in resolving application problems and optimising their software usage.
• Set up and configure network devices like routers, switches, and access points to ensure reliable network connectivity.
• Implement and maintain network security measures, such as firewalls, intrusion detection systems, and access controls.
• Address network connectivity issues promptly to maintain uninterrupted access to resources.
• Offer training and guidance to end-users on how to effectively use computer systems and software applications.
• Create user-friendly guides and documentation to assist users in performing common tasks and troubleshooting simple issues independently.
• Assist in the implementation and enforcement of IT security policies, including antivirus software, firewalls, and data backup systems.
• Respond to security incidents and breaches, conducting investigations and taking appropriate actions to mitigate risks.
• Keep meticulous records of hardware and software inventory to ensure proper asset management.
• Maintain user accounts, permissions, and access controls in a secure and organised manner.
• Create and update technical documentation, including standard operating procedures and troubleshooting guides, for reference and training purposes.
• Provide remote support to off-site users using phone and remote desktop tools to troubleshoot issues and offer solutions.
• Ensure that remote users receive the same level of support as on-site users, maintaining consistency in service quality.
• Plan and execute hardware and software upgrades in a structured manner, ensuring compatibility with existing systems and minimal disruption to daily operations.
• Test upgrades in a controlled environment to identify and resolve potential issues before deploying them organisation-wide.
• Collaborate with IT teams and other departments to ensure that technology solutions align with the organisation's strategic goals and operational needs.
• Participate in cross-functional projects, ensuring that IT solutions enhance overall productivity and efficiency across the organisation.

Requirements:

• Certificate In Information Technology or equivalent. 
• CompTIA A+ certification is a requirement. 
• a Minimum of 1 year or more in IT support, troubleshooting, and technical problem-solving. 
• Strong knowledge of computer hardware, software, operating systems, and network systems. 
• Working knowledge of Microsoft 365 products.  
• Familiarity with IT security practices. 
• Excellent communication and interpersonal skills to provide effective end-user support. 
• Ability to work independently, prioritise tasks, and handle multiple responsibilities. 
• Certifications, such as CompTIA Network+, or Microsoft Endpoint Administrator Associate, are advantageous.