IT Technician - Somerset West at Helderberg Personnel

Key Responsibilities

• Serve as the first point of contact for end-user IT support (phone, instant messaging, and in person).
• Log and process incoming IT service requests and document tasks and progress.
• Provide support for hardware and software, including installation, maintenance, troubleshooting, and user assistance.

Support and maintain:

• Desktops & laptops
• Windows operating systems
• Microsoft Office 365
• OneDrive/SharePoint & Microsoft Teams
• Active Directory environments
• Printers, peripherals, cables, monitors/TVs/projectors
• Networking equipment (switches, access points, routers, firewalls, cabling)
• VoIP systems (SIP phones, DECT phones, softphones)
• Mobile devices (Android & Apple)
• Orient and onboard new users and assist with user migrations.
• Escalate/delegate tasks to the IT Lead or third parties when required; route line-of-business software issues to the correct internal support.
• Maintain IT asset inventory and manage stock of sundry equipment (peripherals, printer toners).
• Assist with physically moving/installing equipment when needed.
• Support the IT Lead with ad-hoc tasks when required.
• Engage with vendors/suppliers when mandated by the IT Lead.

Role Goals

• Ensure a smooth and reliable day-to-day IT experience for users.
• Proactively identify recurring IT issues and improve user support outcomes.
• Build and maintain institutional knowledge of systems and operating environment.
• Maintain and continuously develop relevant technical skills.

Required Technical Skills

• Computer hardware support (desktops and laptops).
• Microsoft Windows fundamentals.
• Microsoft Office 365.
• Microsoft cloud tools: OneDrive / SharePoint / Teams.
• Microsoft Active Directory environments.
• Networking installation (cabling, patch panels, access points, etc.).
• Networking fundamentals: LAN/WAN/VPN/Wi-Fi (including point-to-point links).
• Mobile device support: Android & Apple.

Requirements & Soft Skills

• Strong people skills: daily interaction with end-users and vendors.
• Valid driver’s licence and willingness to travel regularly to vendors, farms, and other sites.
• Must be present at remote site at least once a week (unless directed otherwise by the IT Lead).
• Occasional overtime (only with prior approval).
• Detail-oriented, reliable, and able to work independently with minimal oversight.
• Comfortable with practical, hands-on work and able to perform under pressure in a dynamic environment.