IT Support Technician

 

 

IT Support Technician

Our client is an established ICT solutions provider supporting businesses with ERP and POS systems, cloud and virtual server solutions, cybersecurity, backups, connectivity, hardware, and ongoing technical support. They are known for delivering practical technology solutions, responsive service, and long-term client partnerships across business- critical environments.

They are seeking a proactive and client-focused IT Support Technician / Technical Support Agent to join their Pretoria team. The successful candidate will provide first- and second-line support across helpdesk, remote, onsite, server, cloud, networking, security, backup, hardware, ERP, and POS environments. The successful candidate will enjoy solving technical problems, delivering exceptional customer service, and working across a broad range of technologies in both remote and on-site environments.

Responsibilities: Helpdesk & Technical Support • Provide first- and second-line technical support to clients and internal users via telephone, email, remote support tools, and onsite visits. • Log, update, prioritise, and manage support requests through the ticketing system. • Troubleshoot desktop, laptop, printer, software, networking, and operating system issues. • Maintain regular communication with clients throughout the support process and ensure timely resolution of incidents. • Escalate complex issues to senior technical staff with comprehensive troubleshooting notes and documentation. • Monitor support queues throughout the day and prioritise business-critical incidents appropriately. Remote & Onsite Support • Deliver remote support using industry-standard remote access tools. • Install, configure, and troubleshoot desktops, laptops, printers, and peripheral devices. • Perform onsite installations, maintenance, upgrades, troubleshooting, and client support when required. • Ensure client information and systems remain secure and confidential during all support activities. Server, Cloud & Infrastructure Support • Support Windows Server and Remote Desktop environments. • Assist with user account management, shared folders, permissions, printers, and server administration. • Monitor server health, backups, storage, and system performance. • Assist with cloud-hosted environments and remote desktop infrastructure. Networking & Connectivity • Troubleshoot LAN, WAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP, routers, switches, and internet connectivity issues. • Assist with network configuration, documentation, and ISP liaison where required. • Support firewall, connectivity, and infrastructure-related troubleshooting. ERP, POS & Business Systems • Provide technical support for ERP, POS, accounting, and business management systems. • Assist with software installations, upgrades, workstation configuration, user access, and system setup. • Support data-related tasks, imports, exports, database maintenance, and reporting where appropriate. • Assist with client implementations, upgrades, and end-user training. Backup, Security & Data Protection • Monitor backup solutions and investigate failed backup jobs. • Assist with restore testing and disaster recovery processes. • Support endpoint security solutions, antivirus deployments, and vulnerability remediation. • Respond promptly to suspected security incidents and escalate where appropriate.

 

 

Hardware & Equipment Support • Diagnose, repair, and configure desktops, laptops, printers, scanners, UPS devices, barcode scanners, and other IT equipment. • Prepare and deploy new hardware and replacement equipment. • Coordinate warranty claims, supplier engagements, and hardware upgrades. Documentation & Continuous Improvement • Maintain accurate technical documentation, ticket notes, knowledge base articles, and implementation guides. • Identify recurring issues and recommend process improvements to reduce repeat incidents. • Participate in client onboarding projects, system migrations, upgrades, and technology implementations. • Contribute to improving technical standards, documentation quality, and customer service processes. Requirements: • Minimum of 2–3 years practical experience in IT support, helpdesk, systems support, or field technician roles. • Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and switching. • Experience supporting cloud, remote desktop, or hosted environments. • Experience with ERP, POS, accounting software, or managed IT services will be highly advantageous. • Relevant certifications such as CompTIA A+, N+, Microsoft certifications, Security+, or vendor-specific certifications are advantageous. • Valid driver's licence and willingness to travel to client sites when required. Technical Skills: • Windows 10/11 and Windows Server administration. • Remote support platforms (AnyDesk, TeamViewer, RustDesk, Microsoft Remote Desktop, or similar). • Networking, VPN, Wi-Fi, routers, switches, and firewall fundamentals. • Remote Desktop Services (RDS), cloud-hosted environments, and user administration. • ERP, POS, and accounting system support. • Backup and disaster recovery solutions. • Endpoint security and antivirus platforms. • Hardware diagnostics and troubleshooting. • Strong technical documentation and ticket management skills. Skills: • Excellent customer service and communication skills. • Strong troubleshooting and analytical abilities. • Excellent organisational and time management skills. • Ability to prioritise multiple support requests effectively. • High attention to detail and commitment to quality. • Strong sense of ownership and accountability. • Calm and professional under pressure. • Team player with a collaborative approach. • Commitment to continuous learning and technical development. • Strong understanding of confidentiality and information security best practices.