Job Description: IT Technician

Job Title: IT Technician
Department: IT
Reports to: IT Manager
Location: Woodstock - Cape Region

Job Summary

The IT Technician will serve as the first point of contact for all IT-related issues, providing technical support to end users within the organization. The role involves managing helpdesk tickets, ensuring timely and efficient resolutions, logging service requests, and maintaining accurate incident records. The Technician will also be responsible for IT administrative functions, including procurement, CAPEX management, billing, and asset tracking, while ensuring a high standard of customer service delivery.

Key Responsibilities

End User Support & Infrastructure Management

Respond promptly to IT service requests and incidents raised via phone, email, or the Freshservice ticketing system.
Provide first- and second-level support and troubleshooting for hardware, software, and network issues.
Escalate unresolved issues to higher-level support teams as necessary.
Manage Microsoft Active Directory, DNS, DHCP, and related systems.
Support hybrid Microsoft Exchange environments (Online and On-Prem).
Administer and support Microsoft 365 and related applications (Teams, SharePoint, OneDrive, Outlook, etc.), including user management, licensing, and troubleshooting.
Manage endpoint security/antivirus solutions (e.g., Sentinel-One EDR/XDR).
Troubleshoot desktops, laptops, printers, mobile devices, POS equipment, scanners, and other peripherals.
Provide basic server hardware and operating system support.
Support IP Telephony systems (both on-premises PABX and cloud-based).
Manage and support the Point-of-Sale (POS) system.
Assist with UPS and generator-related IT equipment support (advantageous).
Configure and troubleshoot networking equipment such as switches and wireless access points.
Assist with IT projects and tasks as assigned by the IT Manager or CIO.

Ticket Management

Accurately log service desk requests and incidents in the ticketing system.
Track, manage, and resolve tickets within agreed Service Level Agreements (SLAs).
Provide clear and timely status updates to end users, ensuring daily updates for all active tickets.
Collaborate with other IT team members to resolve recurring issues and improve system efficiency.

IT Administration & Reporting

Manage IT-related administrative tasks including billing, procurement, and invoice processing.
Handle CAPEX-related tasks: acquisition, recording, and disposal of IT assets, ensuring accurate tracking.
Maintain a neat and organized IT storeroom, ensuring all equipment is documented and trackable.
Liaise with Finance, Facilities, and other departments to ensure the IT environment is functional and well-equipped.
Maintain accurate IT documentation, including troubleshooting guides and knowledge base entries.

Required Skills and Qualifications

Education:

Diploma in IT, Computer Science, or a related field (or equivalent practical experience).

Certifications:

CompTIA A+ and N+, Microsoft Certifications like Microsoft 365 Certified: Administrator/Expert or any.
ITIL Foundation (advantageous)
Valid Code 08 or 10 Driver's License

Experience:

Minimum of 2 years in a similar IT support or field technician role.
Retail environment experience with exposure to POS systems (advantageous).

Skills & Competencies:

Administration and troubleshooting of Microsoft 365 and related applications (Teams, SharePoint, OneDrive, Outlook, etc.).
Familiarity with IT ticketing systems (Freshservice experience advantageous).
Strong knowledge of Active Directory user account management.
Strong written and verbal communication skills.
Excellent problem-solving abilities with a proactive approach and a Team player
Ability to multitask and work effectively in a fast-paced environment.
Comfortable using a variety of digital tools and platforms.
Adaptability and resilience in a continuously evolving environment.

Desired Skills:

IT
INTERNET
COMMUNICATION

Drake International South Africa

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