Technical Support Specialist at Nexio

PRIMARY DUTIES AND RESPONSBILITIES- JOB SPECIFIC REQUIREMENTS

Systems Support:

• Provide end-user computing support, including troubleshooting hardware, software, and network issues.
• Perform system upgrades, patches, and configuration changes as required.
• Assist in the deployment and management of IT assets and resources
• Manage and maintain server and cloud environments to ensure optimal performance and uptime.

Systems Architecture:

• Assess and analyse the current IT infrastructure to identify areas for improvement or optimisation.
• Design and implement solutions that enhance system performance, reliability, and scalability.
• Monitor system performance, identify bottlenecks, and implement enhancements.
• Develop and maintain comprehensive documentation, including system designs, configurations, and support procedures.

  Cyber Security:

• Develop and execute an incident response plan to quickly address security breaches or attacks.
• Regularly monitor IT infrastructure security, conduct security audits, and proactively update defences.
• Implement best practices for data protection, access control, and vulnerability management.
• Stay up to date with the latest security threats and recommend appropriate security measures.

Additional Information:

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

Technical Skills

• Hardware and Software Troubleshooting – Diagnosing and fixing computer, network, and software issues.
• Operating Systems – Windows, macOS, Linux (depending on company needs).
• Networking Knowledge – TCP/IP, DNS, DHCP, VPNs, and basic firewall configurations.
• IT Security Awareness – Understanding cybersecurity best practices.
• Remote Support & Ticketing Systems – Experience with tools like TeamViewer, AnyDesk, or ServiceNow.
• Microsoft Office & Productivity Suites – Strong understanding of Microsoft 365, Google Workspace, etc.
• Active Directory & User Management – Creating and managing user accounts, password resets, etc.
• Basic Scripting & Automation (optional) – PowerShell, Bash, or Python can be helpful.

Soft Skills

• Problem-Solving – Ability to diagnose and resolve IT issues efficiently.
• Communication – Explaining technical concepts to non-technical users.
• Patience & Customer Service – Dealing with frustrated users calmly.
• Time Management – Handling multiple support tickets effectively.

Qualifications & Certifications

• Matric certificate (Grade 12)
• Diploma or Degree in IT, Computer Science, or a related field (advantageous but not always required)
• CompTIA A+ – Hardware & software troubleshooting
• CompTIA Network+ – Basic networking concepts
• Microsoft Certified: Modern Desktop Administrator Associate – Windows support
• ITIL Foundation – IT service management basics