Junior IT Support Engineer

Job Ref # : IT Assistant 03 / / 01 / 2023

Industry : Information Technology

Job Type : Contract

Positions Available : 1

We are seeking a skilled and motivated Junior IT Support Engineer to join our team. This position will be based in our Cape Town office and will primarily provide support to the agency employees based in Cape Town. If however, there are idle times, the incumbent will provide remote support for the respective agency’s Johannesburg based employees. The incumbent will at all times work under the guidance of a senior engineer or mentor.

Job Description

System Support :

• Configuring and setting up new computer equipment – install and distribute hardware and software
• Diagnosing and providing end-user support for any hardware (i.e. Printers, desktops, laptops, etc.) and software faults within the computer and network systems
• Work within the parameters of the Group’s predefined Hardware / Software standards
• Escalate unresolved or complex incidents to the appropriate teams
• Ticket and SLA management on the relevant ITSM (IT Service Management) tool
• Troubleshoot to identify and resolve problems in a timely manner
• Provide effective feedback to stakeholders - both written and verbal communication.
• Continuously look at improving service delivery through proactive monitoring and alerting
• Demonstrate the capacity to put people at ease and build sound relationships based on mutual trust and openness.

IT Security :

• Support the IT Security controls, standards and best practice as defined by Group IT
• Provide education to users to bring about an understanding of IT security risks
• Support IT facilities (access control and environmental conditions)

Asset control :

• Maintain inventory of hardware and software assets by ensuring the correct process is followed by users on the movement of assets when replacing or troubleshooting equipment

Knowledge and Skills Requirements

• Knowledge of Microsoft Office 365 software support
• Knowledge of networking concepts and protocols (e.g. TCP / IP, DHCP)
• Basic knowledge of AD and group policies
• Basic understanding of security protocols and best practices
• Experience working with different operating systems including Windows and Mac OS will be very advantageous
• Troubleshooting and hardware setup skills
• Time management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Individual must be energetic and highly motivated
• Good interpersonal and communication skills
• Self-motivated, self-starter and a team player
• Good problem-solving skills

Job Requirements

1. Education and Experience

• IT Diploma / Degree or related qualification
• A+ and N+ certified will be highly beneficial
• 1-3 years’ experience in an IT support role

2. Technical / Computer Skills

• Computer literacy – Microsoft Suite of Products
• Windows 10, Windows 11 (beneficial), Mac OS

3. Working Conditions

• Required to be on standby as per prior arrangement
• May be required to work outside of normal working hours
• Valid driver’s license and own vehicle essential
• Office position, remote work not possible