IT Support Engineer

Kazang – Micro Merchant Division

IT Support Engineer

A vacancy exists for a IT Support Engineer within the Kazang - Micro Merchant Division, in Johannesburg, Rosbank (ONSITE).

We are seeking a skilled and customer-focused IT Support Engineer to provide technical support and ensure the smooth operation of our IT infrastructure. The IT Support Engineer will assist in troubleshooting hardware, software, and network-related issues, as well as maintaining IT systems to ensure high levels of availability and security.

Key Responsibilities Include, But Are Not Limited To:

1. Technical Support: Daily support for employees via various channels; resolve hardware, software, and network issues.
2. System Administration: Help maintain servers and IT infrastructure.
3. Incident Management: Use ticketing systems for tracking and timely issue resolution.
4. User Onboarding/Offboarding: Set up and deactivate user accounts and hardware securely.
5. Hardware Management: Install and maintain laptops, printers, and mobile devices.
6. Software: Install and update OS, business apps, and security patches.
7. Network Support: Troubleshoot Wi-Fi, VPNs, LAN/WAN, and assist with network devices.
8. Documentation: Keep accurate IT records and processes.
9. Collaboration: Coordinate with departments and vendors for issue resolution.
10. Cybersecurity: Monitor and maintain security protocols.
11. Training: Provide basic IT training for users.

In order to be considered for this position, the following requirements must be met:

1. Diploma or Higher Certificate in IT or Related Field.
2. Technical Certifications are a plus.
3. Minimum of 5 years of experience in IT support or a similar role.
4. Strong analytical and troubleshooting skills to identify and resolve technical issues.
5. Certifications: A+, Network+, Microsoft Certified Professional (MCP), or equivalent certifications are a plus.

Technical Competencies:

1. Operating Systems: Proficient in Windows (installation, configuration, support for Windows 10/11, Windows Server) and basic macOS/Linux troubleshooting.
2. Network Troubleshooting: Strong grasp of IP, DNS, DHCP; experience with LAN/WAN, VPNs, and network hardware (switches, routers, firewalls); remote access configuration.
3. Active Directory (AD): Skilled in user/group management, permissions, group policies, and domain troubleshooting.
4. Cloud Services: Familiar with Microsoft 365, AWS, Azure, and cloud storage solutions (OneDrive); experienced with remote support tools (TeamViewer, AnyDesk, RDS).
5. Software Support: Expertise in installing and maintaining applications (Office 365, Teams) and solving software performance issues.
6. Hardware: Proficient in diagnosing and repairing laptops, mobile devices, printers, peripherals, and PC components.
7. Ticketing Systems: Experienced with platforms like Freshdesk, Jira, ServiceNow, and Zendesk for efficient issue tracking.
8. Security: Knowledgeable in antivirus, firewalls, encryption, and user authentication (2FA/MFA); adept at patch management.
9. Scripting: Basic PowerShell and Bash for automation. Backup & Recovery: Understanding of data backup and disaster recovery procedures for business continuity.

Behavioural Competencies:

1. Problem-Solving: Quickly diagnoses issues and develops effective solutions.
2. Customer Service: Provides prompt, friendly, and reliable user support with a focus on satisfaction.
3. Adaptability: Adjusts to changing priorities and learns new tools rapidly.
4. Communication: Clear verbal and written skills for both technical and non-technical audiences.
5. Collaboration: Works well with teams, vendors, and stakeholders to resolve problems.
6. Attention to Detail: Ensures accuracy in troubleshooting and documentation.
7. Time Management: Prioritizes tasks and meets deadlines under pressure.
8. Accountability: Takes responsibility for tasks and outcomes.
9. Patience and Empathy: Understands user frustrations, fostering positive interactions.
10. Continuous Learning: Stays current with new technologies and industry trends.