Tier 1 Desktop Support Technician

Company Description

Mukon Informatics (Pty) Ltd is a team of experienced developers and technicians dedicated to providing innovative and professional IT solutions since 1989. Specializing in software development, database design, and scientific and statistical analysis, the company delivers high-quality services tailored to client needs. Mukon Informatics also extends its expertise to hardware, network, and standard software support, ensuring comprehensive IT assistance. Focused on client-centric project and program development, Mukon Informatics prioritizes collaboration and excellence in all its endeavors.

Mukon

IT Support

IT / Solutions & Infrastructure Team

Mukon is looking for a motivated and detail-oriented Tier 1 Desktop Support Technician to join our support team.

This role is client-facing and forms the first line of support for both internal users and external healthcare and laboratory clients.

The successful candidate will provide hands‑on desktop and application support, assist with user access, hardware troubleshooting, and basic infrastructure‑related tasks under guidance of senior engineers.

This is an excellent opportunity for someone wanting to grow into a professional IT support or infrastructure role.

• Provide first‑line technical support for users and clients (onsite and remote)
• Log, track and resolve support requests according to internal processes
• Escalate issues appropriately to Tier 2 / infrastructure teams

• Assist users with:
• In house software
• Perform basic troubleshooting of:
• login issues
• user access problems
• workstation‑related application errors
• Assist with basic interface and connectivity troubleshooting where required

• Diagnose and resolve:
• workstation hardware faults
• laptops, desktops, monitors, printers and peripherals
• Perform basic component replacement and testing
• Assist with device preparation and rollout

• Assist with:
• Active Directory and / or Azure AD user administration
• password resets and account troubleshooting
• access requests to systems and applications (as per policy)

• Support:
• Windows 10 / 11 desktops
• Microsoft 365 applications
• Assist with software installations and updates

• Perform basic network troubleshooting (connectivity, DNS, access to systems)
• Assist senior staff with:
• server access requests
• IIS‑related support checks
• firewall and connectivity testing (guided)

• Maintain basic IT asset records
• Assist with information collection for:
• internal audits
• external IT and compliance audits (for example system access and support procedures)

• On site
• Valid Driver’s license, own reliable transport required
• After hours
• Operational critical after‑hours support on a rotation basis

• Grade 12 (Matric)
• A recognised IT qualification or currently studying towards one
• (e.g. IT Support(A+), Network Support(N+), Systems Support or similar)
• At least 1‑year practical experience in an IT support / helpdesk / desktop support role

• Solid working knowledge of:
• Windows 10 / 11
• basic PC hardware and peripherals
• Experience with:
• Microsoft 365
• user support and troubleshooting
• Basic understanding of:
• Active Directory or Azure AD
• computer networking fundamentals (IP, DNS, connectivity testing)
• Ability to use remote support tools

• Exposure to any of the following will be an advantage:
• healthcare, laboratory or clinical systems
• Skylims
• Windows Server environments
• IIS environments
• basic scripting or automation (Power Shell)
• basic Linux exposure

• Strong customer service mindset
• Good verbal and written communication skills
• Ability to remain calm and structured in a support environment
• Strong attention to detail
• Willingness to learn and grow into more advanced support and infrastructure responsibilities
• Comfortable working in a regulated and audit‑driven environment

• Exposure to real‑world enterprise and healthcare IT environments
• Hands‑on experience with:
• clinical and laboratory systems
• Windows and cloud identity environments
• structured IT and audit processes
• Career development opportunities into:
• Tier 2 support
• infrastructure
• systems and cloud roles