IT End-User Support Engineer

Role Overview

Provide first- and second-line support to ensure productivity and service continuity. Support user endpoints, corporate applications, collaboration tools, printers and peripherals, access and authentication, device provisioning, software deployments and meeting-room or AV support while maintaining accurate IT service records.

Requirements and Responsibilities

• Provide first- and second-line support in an end-user computing environment.
• Support laptops, desktops, cell phones, tablets, standard and non-standard corporate applications, collaboration tools, printers, peripherals, user access and authentication.
• Support device provisioning, software deployments and meeting-room or AV environments.
• Investigate, resolve and appropriately escalate incidents and service requests.
• Coordinate with internal resolver teams or external service providers where required.
• Maintain accurate service records, user communications, operational documentation and knowledge bases.
• Participate in device deployments, IMACD activities, application upgrades and user onboarding or offboarding.

Qualifications and Experience

• Matric and relevant IT qualification such as a Diploma or Certificate, or equivalent experience.
• Three to five years' experience supporting end-user computing environments.
• Valid driver's licence and own reliable vehicle.
• Familiarity with Windows and Microsoft 365 environments.
• At least three of the following certifications: Microsoft 365 Endpoint Administrator Associate (MD-102), Microsoft 365 Fundamentals (MS-900), A+, N+, Security+ or ITIL V4 Foundation.
• Experience using an IT service-management system.
• Experience supporting operating systems, productivity applications and associated peripherals in a corporate environment.