Professional ICT Level 2 Support – Web Applications & Systems

About the role

We are seeking a motivated ICT Level 2 Support professional to join our Service Desk team. You will provide first‑line assistance for web applications, systems and related hardware, handling incidents and service requests across multiple channels.

Key responsibilities

• Receive and log incidents, service requests and problems via walk‑ins, phone, email and the service‑desk portal.
• Troubleshoot and resolve software, hardware and application faults within agreed SLA targets.
• Provide first‑time call resolution where possible and track outstanding queries.
• Escalate complex issues to higher‑level support teams and collaborate on resolutions.
• Participate in system‑related meetings, offering input and feedback.
• Monitor web‑application performance and report emerging trends to supervisors.
• Document knowledge‑base articles and deliver basic training to end‑users.

Required profile

• Strong work ethic with the ability to manage multiple incidents simultaneously.
• Experience in SLA management and handling customer feedback.
• Good communication skills and a customer‑focused attitude.

Required skills

• Microsoft 365
• Windows operating system installation and configuration
• Software installation and troubleshooting
• Database management basics
• Web‑application monitoring
• Service‑desk incident management tools

What we offer

• Competitive remuneration package.
• Opportunities for employee development and performance‑based rewards.
• Work for a centennial company with strong values.