End User Support Technician - Intermediate

End User Support Technician

Position Overview

An opportunity exists for an End User Support Technician to provide technical support and maintenance of end-user computing environments. The successful candidate will be responsible for supporting desktops, laptops, tablets, smartphones, and related end-user technologies while ensuring the timely restoration of services and functionality.

Core Responsibilities

• Provide technical support for end-user devices, including desktops, laptops, tablets, and smartphones.
• Troubleshoot, diagnose, and resolve hardware and software issues.
• Support the end-user environment and assist in the restoration of services and functionality.
• Provide field support services across various locations as required.
• Record, track, manage, and escalate incidents, issues, and risks as appropriate.
• Maintain effective communication with end users and stakeholders regarding support requests and resolutions.
• Ensure adherence to service standards and operational procedures.

Skills and Competencies

• Experience supporting end-user computing environments.
• Strong troubleshooting and problem-solving skills.
• Effective verbal and written communication skills.
• Ability to build and maintain positive working relationships with technical teams and business users.
• Ability to manage, document, and escalate incidents, issues, and risks.
• Customer-focused approach with strong service orientation.

Requirements

Minimum Qualifications

• National Diploma, Degree, or relevant technical certification (e.g., MCSE)
• ITIL Certification

Experience Required

• Minimum of 2 years' relevant IT support experience

Mandatory Requirements

• Valid driver's licence
• Physically fit and able to perform the duties of the role.
• Willingness to work 8-hour shifts.
• Willingness and ability to travel within the metro area to Data Centre locations.
• Minimum of 2 years' relevant IT experience.

Additional Requirements

• May be required to travel to geographically dispersed sites to provide support to the Head/SPO of Communication Infrastructure Services (CIS).
• Ability to work effectively in a team environment and independently when required.
• Strong stakeholder engagement and relationship management skills.

Working Hours and Shifts

The role requires

8-hour shift work, operating Monday to Sunday, including public holidays.

Shift Time

• Day Shift 06:00 – 14:00
• Evening Shift 14:00 – 22:00
• Night Shift 22:00 – 06:00
• Lunch breaks are included within each shift.
• Management reserves the right to amend shift schedules based on operational requirements.

Interview Process

• Candidates must be willing and available to attend an online interview (Microsoft Teams) if shortlisted.
• Additional Information
• Public holidays and weekends form part of the normal shift roster.
• Travel within the metro area may be required to support operational needs.