Deliver first-line remote and on-site technical support to clients and internal staff
Create, assign, and strategically prioritize support tickets on behalf of customers
Manage and execute basic hardware component installations and software related issues independently
Demonstrate proficiency in independently troubleshooting and effectively resolving configuration problems
Manage and update support tickets within the ticket management system
Resolve technical issues, including complex mail flow problems, delegate email access, and locked emails
Conduct frequent on-site inspections to ensure a stable internet connection and workstation functionality
Compile clear and user-friendly 'how-to' guides for common technical procedures
Provide continuous communication to clients on logged issues
Engage with team members to identify recurring issues and propose innovative solutions
Stay up-to-date with industry trends and best practices to enhance technical expertise
Coordinate project tasks and contribute to the achievement of project objectives

National Senior Certificate or equivalent
CompTIA A+
Proven 1-3 years’ working experience in IT-related role (desirably in MSP environment)
Proven 1-3 year experience and strong knowledge of operating systems (e.g., Windows, macOS) and common software applications (Pastel, TeamViewer)
Experience using ticketing systems for tracking and managing support requests
Experience using remote control tools

Flexible work arrangements
Continuous communication to clients on issues logged
Opportunities for continuous learning
Support with providing training sessions to First Responder Technicians and interns

Desktop Support Technician

Key skills