We are looking for a talented IT Support Associate to join our team specializing in Systems/Information Technology for our Global Desktop Department in Gauteng, South Africa.
In this role, you will make an impact in the following ways:
- Deliver reliable and efficient IT operational support, ensuring systems and resources are consistently available and optimized for end users.
- Diagnose and resolve complex hardware and software issues independently, minimizing downtime and enhancing user productivity.
- Lead and mentor junior IT Support Associates, fostering skill development and elevating overall team performance.
- Drive process improvement initiatives using Six Sigma methodologies to reduce costs and enhance service delivery.
- Act as the regional escalation point for telephony issues, ensuring swift resolution and seamless communication by coordinating with global teams.
- Maintain accurate asset records through regular audits, safeguarding IT infrastructure and ensuring compliance with corporate standards.
- Support infrastructure changes and global technology rollouts, contributing to the successful implementation of strategic IT projects.
- Analyze incident trends and performance metrics to proactively identify risks, implement solutions, and report outcomes to management.
To be successful in this role you will need the following:
- A structured, analytical mindset to solve complex technical problems using industry-standard methodologies and root cause analysis.
- Strong interpersonal and communication skills to effectively support and guide non-technical users through technical challenges.
- A proactive and creative approach to troubleshooting, with a continuous improvement mindset that drives innovation and efficiency.
- The ability to stay calm and focused under pressure, ensuring reliable support and sound decision-making in high-stakes situations
Education/ Experience:
- Matric/Grade 12, or equivalent
- An IT related qualification/certification
- Proven experience in mobile connectivity, SIM provisioning, and handset lifecycle management.
- Significant experience in a technical support role.
- Hands-on experience supporting both fixed and mobile telecommunications systems.
- Proficiency in MDM platforms such as Microsoft Intune and Samsung Knox.
- Experience with helpdesk systems (e.g., ServiceNow, JIRA), ticket resolution, and remote support tools.
- Experience with APC UPS systems, including battery maintenance and monitoring.
- Familiarity with server infrastructure, data closets, and desktop support.
- Knowledge of ERP systems such as SAP S/4HANA, particularly in raising purchase requisitions.
- CompTIA A+ / Network+ Microsoft Certification
- ITIL Foundation Certification
- MDM-specific certifications (e.g., Microsoft Intune, Samsung Knox)
