Helpdesk Technician; FTC

Job category: Helpdesk and Technical Support

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: Yes

To provide daily end‑user support, resolving hardware, software and network issues while maintaining Windows desktops, email systems and user accounts in Active Directory. The role requires clear communication, professional conduct and efficient handling of IT support tickets to ensure system uptime and minimal disruption to users.

• Log, classify, prioritise, and resolve incidents and service requests via the ticketing system.
• Provide first-line technical support.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate complex issues to second-line / third-line support as required.
• Maintain accurate and complete ticket documentation.

• Provide support for desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with Microsoft 365, Teams, SharePoint, and common business applications.
• Support VPN, remote access, and email configuration.
• Conduct basic user training and guidance.

• Install, configure, and maintain workstations and approved software.
• Perform system imaging and deployment.
• Troubleshoot hardware failures and coordinate repairs.
• Manage software updates and patching.

• Create, modify, and disable user accounts (Active Directory / Entra ).
• Reset passwords and manage MFA enrolments.
• Ensure compliance with access control policies and segregation of duties.
• Maintain audit trails for access changes.

• Troubleshoot LAN/Wi‑Fi connectivity issues.
• Support printers and shared resources.
• Liaise with service providers for ISP or telecom faults.

• Maintain accurate IT asset register (hardware & software licences).
• Track equipment allocation and returns.
• Support stock control and warranty management.

• Adhere to IT policies (Information Security, Acceptable Use, POPIA compliance).
• Report security incidents promptly.
• Support internal and external IT audits.

• National Diploma or Degree in Information Technology / Computer Science / Information Systems / Network Engineering
• Preferred
  
  Certifications:
  
  CompTIA A , CompTIA Network , Microsoft Certified:
  Modern Desktop
  Administrator Associate, ITIL Foundation and Microsoft 365 Fundamentals (MS-900)

• 2 to 4 years’ experience in IT Helpdesk or Service Desk environment.
• Strong knowledge of:
  ➢ Windows Desktop and Server Operating Systems
  ➢ Microsoft 365 (Outlook, Teams, SharePoint)
  ➢ Active Directory / Entra
  ➢ Basic networking (TCP/IP, DNS, DHCP)
  ➢ VPN and remote desktop tools
• Familiarity with:
  ➢ ITSM / ticketing systems (e.g., Service Now, Fresh service, Manage Engine)
  ➢ Endpoint management tools (Intune, SCCM)
  ➢ Basic cybersecurity practices

• Ability to diagnose and resolve technical issues systematically.
• Root cause analysis capability.
• Ability to prioritise workload effectively.
• Ability to explain technical concepts in simple terms.
• Customer-focused mindset.
• Ability to manage multiple tickets simultaneously.
• Detail-oriented and accurate documentation.