IT Helpdesk Technician; Junior - Level 1

Job Overview

Are you a customer-focused, tech-savvy problem solver ready to launch your career in IT support? This is a fantastic opportunity to join our IT support team and make an impact. Centinell is committed to delivering high-quality technical assistance to our clients, creating a reliable and seamless technology experience. As an IT Helpdesk Technician (Junior) – Level 1, you’ll play an essential role within our helpdesk team, assisting clients remotely and onsite with day-to-day technical issues.

Your work will support the entire organisation’s mission, ensuring that clients can focus on their work without disruptions. If you’re passionate about technology and enjoy helping others, we’d love to hear from you!

• Respond to Help Desk Tickets:
  Monitor and respond to incoming support tickets, emails, and calls from end users, ensuring timely resolution of technical issues.
• Troubleshoot Hardware and Software Issues:
  Assist users in troubleshooting and resolving basic hardware, software, and network connectivity problems on desktops, laptops, and mobile devices.
• Provide User Account Management:
  Handle user account tasks, such as password resets, account lockouts, and access permissions, while following security protocols.
• Install and Configure Software:
  Support the installation, configuration, and initial troubleshooting of standard software applications and updates.
• Escalate Complex Issues:
  Recognise issues beyond the scope of Level 1 and elevate them to Level 2 or specialised teams, while documenting the problem details for continuity.
• Document Solutions and Procedures:
  Record resolutions in the knowledge base, update technical documentation, and assist in maintaining troubleshooting guides.
• Educate Users on IT Practices:
  Provide basic training or guidance to end users on common IT practices, such as cybersecurity awareness, software usage, and file management.

• High school diploma or equivalent; technical certifications are a plus.
• Basic understanding of Windows, Mac OS, and common office applications.
• Strong problem‑solving abilities and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team.

• Professional Development Opportunities:
  Access to training programs, certifications, and workshops to support career growth.
• Flexible Work Options:
  Hybrid or remote work options available based on role requirements.
• Wellness Programs:
  Access to wellness initiatives, including fitness incentives and resources to promote physical and mental well‑being.
• Paid Time Off (PTO):
  Get an extra day off on your BD!