Desktop Support Technician

About the role

The role supports and maintains the company’s desktop services and infrastructure, handling incidents, fault diagnosis, repair and preventative maintenance. It operates on a 24/7 shift rotation to provide continuous support to internal customers.

Key responsibilities

• Maintain and support business applications, ensuring reliability and availability of information and communication resources.
• Update tickets, manage, prioritize and efficiently escalate incidents.
• Install, diagnose, maintain and repair PC hardware, telephony and related equipment.
• Identify potential risks, propose solutions and minimise downtime.
• Provide desktop support across all departments, handling hardware, software and telecommunications issues.
• Respond to, diagnose and repair system faults within agreed SLA timelines.
• Escalate complex issues to Tier 3 IT support as required.
• Configure and support VoIP phones and ensure video‑conference facilities are operational daily.

Required profile

• Matric/Grade 12 certificate or equivalent.
• Tertiary IT qualification (required).
• MSCE or MCITP certification (advantage).
• ITIL certification (advantage).

Required skills

• PC hardware installation, diagnosis and repair.
• Telephony hardware support.
• VoIP phone configuration and video‑conference support.
• Incident and ticket management within SLA.
• Microsoft certification knowledge (MSCE/MCITP).
• ITIL framework understanding.