IT Tech

Role Purpose

The IT Tech is responsible for providing onsite and remote technical support across end-user devices, network infrastructure, telephony platforms, and business-critical systems. The role is accountable for troubleshooting hardware, software, connectivity, and telephony issues, supporting technology deployments, maintaining IT assets, and ensuring compliance with IT security standards.

This role plays a critical part in minimizing business disruption, maintaining operational uptime, and delivering a high-quality support experience to users across the business.

Key Responsibilities

Technical Support

• Provide onsite and remote support for hardware, software, network, and telephony-related issues.
• Resolve incidents and service requests in line with agreed service level targets.
• Diagnose, troubleshoot, and repair end-user technology issues efficiently and effectively.
• Support users across multiple business locations and operational environments.
• Escalate complex technical issues to relevant internal teams or third-party providers where required.

Hardware & Software Management

• Install, configure, deploy, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Support operating system installations, software deployments, upgrades, and patching activities.
• Manage user account provisioning and access requests in accordance with company policies.
• Ensure all user devices remain operational, secure, and compliant.

Infrastructure & Telephony Support

• Assist with the maintenance and troubleshooting of local network infrastructure, wireless connectivity, and telephony systems.
• Support business continuity by proactively identifying and resolving infrastructure issues.
• Work alongside centralised IT teams to ensure stable network and communication services.

Project & Deployment Support

• Support site technology rollouts, upgrades, and infrastructure projects.
• Execute IT moves, adds, and changes with minimal impact on business operations.
• Assist with workstation setups, office relocations, and technology refresh programmes.
• Participate in testing and deployment activities for new systems and technologies.

Security, Compliance & Asset Management

• Ensure compliance with IT security policies, standards, and operational procedures.
• Support endpoint security, software updates, and vulnerability remediation activities.
• Maintain accurate IT asset registers and equipment inventories.
• Record all support activities, system changes, and asset allocations accurately within approved systems.
• Identify and escalate security risks and compliance concerns.

Documentation & Continuous Improvement

• Maintain technical documentation, user guides, and support procedures.
• Contribute to knowledge-sharing initiatives within the IT team.
• Proactively identify recurring issues and recommend long-term solutions.
• Support initiatives that improve service delivery, operational performance, and user experience.

Key Performance Indicators (KPIs)

• IT incidents and service requests resolved within SLA targets.
• Availability and performance of end-user computing, network, and telephony environments.
• Successful delivery of technology deployments and site-based IT projects.
• Accuracy of IT asset management records.
• Compliance with IT security standards and policies.
• User satisfaction and service quality measures.
• Quality and completeness of technical documentation and ticket updates.

Essential Requirements

Experience

• Minimum 2 years' experience in an IT Support, Desktop Support, Service Desk, or IT Technician environment.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Experience troubleshooting hardware, software, networking, and connectivity issues.
• Experience supporting telephony solutions and end-user technologies.

Qualifications

• You must have a minimum of Matric or equivalent 
• CompTIA A+ Certification
• CompTIA Network+ Certification
• Diploma or Degree in IT 

Other Requirements

• Valid driver's licence.
• Access to an own reliable vehicle.
• Must be able to work alternate weekends 
• Ability and willingness to travel between business locations as required.

Knowledge & Skills

• Strong troubleshooting and fault-finding capability.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and wireless technologies.
• Knowledge of Microsoft operating systems and productivity tools.
• Familiarity with ticketing and IT Service Management systems.
• Strong customer service and communication skills.
• Excellent organisational and documentation abilities.
• Ability to work independently and manage competing priorities.
• Strong attention to detail and problem-solving skills.