Desktop Support

About the Company

MiWay is committed to enabling people to live their way through a reliable, secure, and customer‑focused technology ecosystem. We embed agile values across the organization to deliver value and simplify our clients’ lives.

The IT Support Technician will provide on‑site technical support, manage desktop‑related service requests, maintain asset integrity at the Kosmosdal office, and ensure consistent service delivery within SLA while operating in a fast‑paced call‑centre environment. You will collaborate across all levels, communicate effectively, and contribute to operational excellence.

• Grade 12
• ITIL v4 Foundation Certification (Required)
• CompTIA A+ (Required)
• CompTIA Network+ or equivalent networking certification (Advantageous)
• Microsoft Certifications (MD‑102, MS‑900, AZ‑900) beneficial
• Relevant System Support NQF Level 5 or equivalent
• Knowledge of Mac OS support, including troubleshooting, device set‑up, and software support

• 2–3 Years Desktop Support / IT Support experience (Level 1 – 2)
• Experience in a call‑centre environment (advantageous)
• Experience with Jira Service Management or other ITSM platforms
• Experience supporting telephony platforms (Genesys Cloud / CIC advantageous)
• Experience supporting Mac OS devices, including troubleshooting, device set‑up, and software support

• Provide support on Windows 11, Office 365, Teams, Outlook
• Provide Mac OS support, including troubleshooting, software support, and device set‑up where required
• Desktop, laptop, and mobile device support
• Hardware diagnostics & replacements
• Printer troubleshooting & configuration
• Network troubleshooting (LAN, Wi‑Fi, VLAN basics)

• User provisioning in Active Directory
• Resetting passwords, unlocking accounts
• Managing distribution groups & security groups
• Ensuring compliance with joiner/mover/leaver processes

• Device enrolment and policies via Microsoft Intune
• Microsoft 365 Admin Center
• Bit Locker & security compliance monitoring
• Basic SCCM administration, including device and user collection management

• MFA onboarding, troubleshooting & resets
• Understanding of Zero‑Trust fundamentals
• Support of secure authentication processes

• Logging, classifying, and prioritising tickets
• Identifying major incidents, escalating to L3/Manager
• Ensuring all SLAs are consistently met
• Root‑cause data collection for problem management

• Basic troubleshooting on Genesys Cloud
• Understanding of legacy CIC telephony systems
• Escalating telephony outages and tracking cases
• Awareness of the confidentiality of customer records

• Maintain asset register accuracy
• Issue equipment to staff
• Return and retire assets
• Serial‑number tracking & audits
• Stock‑level updates and consumable management

• Create SOPs, work instructions & technical guides
• Weekly operational reporting
• Maintain site documentation and process flows

• Communicate clearly with senior management
• Provide updates during outages
• Liaise with vendors and service providers

• Strong troubleshooting ability
• Analytical problem solving
• Excellent written & verbal communication
• Strong team player with a positive attitude
• Contribute to team engagement and collaboration
• Motivate others and contribute ideas within the team
• Attention to detail
• Process‑driven mindset
• Customer‑centric behaviour
• Handle pressure in a fast‑paced environment
• Collaborate with remote teams

• Problem‑tracking tools
• Computer installation
• Compliance monitoring
• Computer operations knowledge
• Information reporting

Final date to receive applications: 17 June 2026.