IT Support Engineer

ROLE PURPOSE

Provide comprehensive IT support, ensuring the smooth operation of IT systems and infrastructure while effectively communicating with both technical and non-technical stakeholders. This includes managing system operations, troubleshooting issues, implementing updates, and contributing to policy development.

Primary Duties And Key Responsibilities- Job Specific Requirements

Administrative Support & System Maintenance

Provide administrative support for IT systems, ensuring smooth day-to-day operations and proactively addressing technical issues to minimise disruption.

• Cross-Functional Collaboration

Collaborate with cross-functional teams to plan, implement, and maintain robust IT infrastructure solutions aligned with business needs.

• Troubleshooting & Incident Management

Assist in the identification, troubleshooting, and resolution of hardware and software issues on both desktop and server environments, ensuring minimal downtime and high productivity.

• Onsite Hardware & Software Maintenance

Perform onsite installation, updates, and repairs for computer systems, peripherals, and software, ensuring optimal performance and user satisfaction.

• Technical Communication & Customer Support

Deliver clear and effective communication to both technical and non-technical users, ensuring a high level of customer service and understanding.

• User Account & Access Management

Managed user accounts, permissions, and access controls across systems and platforms in compliance with company security policies.

• Asset Management

Tracked and maintained accurate records of hardware and software inventory.

Qualifications & Certifications

Preferred Certifications:

• CompTIA A+ / Network+ / Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (Advantageous)
• Cisco CCNA (Advantageous)
• Education:
• Diploma or degree in IT, Computer Science, or related field (or equivalent experience)
• Grade 12 or Equivalent

Experience

• 13 years in an IT support, helpdesk, or technical support role (entry to mid-level)
• Experience supporting a hybrid or remote workforce is a plus
• Experience with Active Directory, SQL, Exchange, Networking Infrastructure

Soft Skills

• Strong communication skills: Able to explain technical issues to non-technical users
• Customer service mindset: Polite, patient, and empathetic under pressure
• Analytical thinking: Efficient root cause analysis and troubleshooting
• Team collaboration: Experience working with cross-functional or remote teams
• Time management: Able to prioritise incidents and balance workload

Adaptability: Can quickly learn new systems, tools, or technologies