Support Technician at Council for Geoscience (CGS)

KEY RESPONSIBILITIES

• Provide Level 1–2 technical support for hardware, software, and network-related issues.
• Use ManageEngine ServiceDesk Plus to log, track, prioritize, and resolve and closing incidents and service requests.
• Monitor system health and performance using ManageEngine monitoring tools.
• Manage user accounts, permissions, and policies (Active Directory / Microsoft 365).
• Perform IT asset management, inventory tracking, and lifecycle management.
• Escalate complex issues and collaborate with other technicians and/or external vendors.
• Ensure compliance with IT policies, security standards, and SLA requirements.
• Deliver clear technical guidance and excellent end-user customer support.
• General Hardware including the installation, upgrading and maintenance of personal computers, notebooks and printers (i.e. motherboards, processors, memory chips, sims, dims, etc.).
• Installation, upgrading and maintenance of software such OS, Office, etc.

KEY PERSONAL ATTRIBUTES

• ManageEngine ServiceDesk Plus.
• Endpoint and asset management.
• Incident, problem, and change management (ITIL-aligned).
• Windows OS / basic networking.
• User support & troubleshooting.
• Remote support tools.
• Strong communication and customer service.
• Problem-solving and analytical thinking.
• Time management and task prioritization.
• Documentation and reporting.

EDUCATIONAL QUALIFICATIONS

• Grade 12; and
• National Diploma Information Technology/Computer Science or relevant qualification.
• A+ and N+ certification.
• Manage Engine Certification (ServiceDesk Plus / Endpoint Central / related module).

KNOWLEDGE AND EXPERIENCE

• Minimum of three (3) years’ relevant working experience.