Junior It Service Technician

Job Title: Junior IT Service Technician

Job Location: Western Cape, Cape Town

Deadline: March 10, 2025

About the Job

Are you a people person with a knack for technology? Have you completed formal computer training? Are you looking to gain working experience in a fast-paced IT Department? The IT Service Technicians provide IT assistance to computer users, our internal clients. An opportunity exists for Junior IT Service Technicians to join the IT Department at our Cape Town Headquarters, PathCare Park, N1 City, Goodwood, for a six-month period. We seek individuals with a high level of ethics and integrity who display a proven track record of aligning with the PathCare values.

Knowledge & Qualifications

• Must have CompTIA A+ and N+ qualifications or equivalent IT certifications. Microsoft certifications will be a plus and advantageous.

Skills & Competencies

• Strong communication and interpersonal skills, with a genuine passion for helping others.
• Ability to converse fluently in English and recommended understanding of other languages such as Afrikaans, IsiXhosa, IsiZulu, Sesotho, etc.
• Professional business writing skills in English.
• Client-focused with excellent attention to detail.
• User empathy – being able to put yourself in the user’s shoes.
• Sense of urgency and taking ownership to ensure that issues are resolved timeously.
• Strong analytical and problem-solving skills.
• Ability to remain calm under pressure.
• Be able to work independently as well as in a team.
• A positive attitude & flexible workstyle.
• Innovative thinking, display initiative to pursue and suggest solutions.
• Ability to multitask and prioritise.
• Commitment to maintaining patient confidentiality and data security.
• Commitment to life-long learning, technical as well as soft skills.

Experience

Below experience is advantageous:

• Previous experience in IT support role.
• Experience in troubleshooting end-user computer devices.
• Experience in troubleshooting Windows platform.
• Experience in troubleshooting client application issues.
• Experience working remotely, using remote control tools and verbal troubleshooting.
• Experience in supporting large networks (more than 100 nodes) beneficial.
• Experience in telephonic support and communication skills.

Key Responsibilities

• Assist with the setup and configuration of notebook and desktop computers as well as mobile devices.
• Provide timely and effective technical support to staff and external platform users.
• Offering remote assistance to users and guiding them through troubleshooting processes with empathy and patience.
• Log, categorize, assign, and track tickets based on JIRA service requests, telephone calls, and emails.
• Perform scheduled tasks in line with ticket workflows.
• Diagnosing and resolving hardware, software, and network-related issues, ensuring minimal disruption to critical healthcare operations.
• Collaborating within the IT service desk and with other IT team members to escalate and resolve complex technical issues.
• Assist with or do network cabling and/or full network installations.
• Proactively identify potential IT risks and participate in data security measures to protect sensitive patient information.
• Discussions with computer users to facilitate solution building and their understanding of best practices and security awareness.

Living the PathCare Value System

• Comply with Customer Focus requirements.
• Accountability to patients, supporters, and all members of PathCare.
• Display respect & ethical behavior.