Technical Support Analyst; L1-2

Own Car and Driver's License - Required (Company reimburses fuel on client visits)

This position is a Hybrid of a Service Desk Technician and a Desktop Support Technician

Role Type:
Hybrid of a Service Desk Technician and a Desktop Support Technician

Level: 1st and up to 2nd Line Support (Service Desk and Desktop Support)

Set-Up:
On-site, Full Week (Maitland)

• Monitor and respond to service desk requests via phone and email during business hours.
• Log, categorise, prioritise, and assign incidents according to call logging procedures and SLA
• Provide Level 1 and Level 2 remote/telephonic support across user, endpoint, Microsoft 365, and network-related issues.
• Provide clear, non-technical explanations to users, set expectations around timelines
• Escalate incidents beyond scope to vendors, L3 resources, or the Technical Manager

• Perform onsite troubleshooting and resolution for desktop, laptop, printer, network, phones
• Carry out onsite installations, configurations, and replacements (workstations, networking equipment, peripherals, basic infrastructure).
• Communicate professionally onsite: reassure users, manage stakeholders, and Manager
• Own the outcome: confirm the fix, validate functionality, document the resolution, and close the loop with the user and ticket updates.

• Matric + relevant
• Tertiary qualifications / certifications advantageous
• 2+ years in a similar IT Support role
• A mix of experience in both Service Desk telephonic support & Onsite Desktop support
• Valid driver’s license and own transport (onsite support requirement)
• Required:
  
  Microsoft 365 / Office 365 user support and administration hands-on experience
• Required:
  
  Basic Windows server awareness, Active Directory fundamentals
• Ticketing exposure: preferably Zoho Desk or other ticketing systems
• Endpoint Security exposure: preferably using Zoho Endpoint Central, Intune, Gravity Zone (or similar)