IT Field Services Technician / Engineer

Job description

Our client is a leader in providing managed ICT services in South Africa. Their service offering ranges from desktop, network and server support, through to value-added services in respect of hosting, connectivity, voice, data management and back-up, as well as the provisioning of cloud services and disaster recovery solutions.

Our client is expanding their team and seeks to appoint a dynamic IT Field Services Technician/Engineer to join their close-knit team. Your strong technical skillset coupled with a minimum of 3 years user support will be a good fit for this role.

Key responsibilities

• Lead and oversee day-to-day IT support operations, including help desk administration and monitoring, to ensure consistent, high-quality service delivery.
• Act as a senior escalation point for complex technical, infrastructure, network, and IP Telephony issues.
• Ensure stability, availability, and performance of end-user computing, network connectivity, server backups, and telephony services.
• Coordinate with vendors, service providers, NOC teams, and internal stakeholders to resolve incidents efficiently, including internet outages.
• Support continuous improvement of service desk processes, ticket accuracy, documentation, and user experience.
• Provide technical guidance, mentoring, and support to junior or less-experienced team members.

Service desk and operations

• Help desk administration and monitoring.
• Manage and prioritise support tickets to ensure SLA adherence and effective workload distribution.
• Ensure tickets are logged, updated, and closed accurately and professionally.
• Make sure tickets are up to date and communicate constantly with clients.
• Monitor recurring issues and identify root causes to reduce repeat incidents.
• Communicate clearly with users, management, and clients regarding incidents, outages, and resolutions.
• Assist with reporting on support trends, problem areas, and improvement opportunities.
• Front line desktop support via telephone or remote desktop technologies.
• Submit timesheets at the end of the week.

End-User and systems support

• Provide first- and second-line support for hardware, software, and operating system issues.
• Installation of operating systems (Windows 10, Windows 11, and macOS).
• Install, configure, and maintain IT hardware and software.
• Installing Microsoft Office packages and applications.
• Support Microsoft 365 applications, including Outlook and Teams.
• Assign relevant Microsoft 365 licenses to users.
• Create and manage user and mail accounts in Microsoft 365.
• Hybrid support and user administration.
• Active Directory administration, including new user creation, password resets, and account lockouts.
• Manage user access, permissions, folder access, and restrictions.
• Onboarding and offboarding user processes.
• Configuration of Outlook and backup of mailboxes.
• Scan-to-folder and scan-to-email setup.
• Perform remote and on-site support using management and monitoring tools.

Hardware, infrastructure and networking

• Join computers to domains and manage network drive mapping.
• Server backup system state monitoring and execution.
• Configure switches, routers, and wireless access points.
• Test and troubleshoot network cabling, patch panels, printers, Wi-Fi access points, and connectivity issues.
• Network printer installation and support.
• Provide immediate on-site support if client internet connectivity fails and cannot be resolved remotely.
• Oversee device lifecycle management, including laptop setups, hardware installations, upgrades, replacements, and repairs.
• Repairing and upgrading outdated ICT equipment.
• Deploy anti-virus and other software in accordance with the group policy.
• Perform diagnostics and coordinate repairs with vendors.
• Meet infrastructure teams on-site to assist with installations.
• Support infrastructure improvements and preventative maintenance initiatives.

Additional responsibilities 

• Act as a trusted technical advisor to management and internal teams.
• Provide input into technical decisions, upgrades, and improvement initiatives.
• Assist Sales and Management with technical scoping, quotations, and solution recommendations.
• Maintain and contribute to technical documentation and knowledge bases.
• Schedule and provide on-site support and plan site visits for efficiency based on routes and traffic.
• Schedule appointments in shared calendars for visibility.
• Collections and deliveries of IT equipment.
• Responsible for Johannesburg stock management and delivery of stock to clients in Johannesburg and Pretoria (Gauteng).
• Provide after-hours support.
• PBX / Telephony account creation and Troubleshooting.

Company Culture

Dynamic, forward thinking, innovative, supportive, expanding, rewarding with strong team morale and value-driven mindset!

Technical Skills Required

Operating Systems: Windows (10/11) must-have, Windows Server basics (AD, DNS, DHCP awareness), macOS, Linux fundamentals (useful, not always required)

Networking & Security: TCP/IP, DNS, DHCP LAN/WAN concepts Routers, switches, access points Wi-Fi troubleshooting Cabling (Ethernet, fibre basics) VPN setup and troubleshooting

Software & Tools: Microsoft 365 / Office troubleshooting Email clients (Outlook, Exchange basics) Antivirus / endpoint protection Common business apps (ERP, CRM, remote tools)

Hardware: PCs, laptops, servers (assembly, repair, upgrades) Printers, scanners, peripherals BIOS/UEFI configuration Disk replacement, RAM, power supplies Basic data recovery concepts

Other: PowerShell or basic scripting, Mobile device management (Intune, MDM) Cloud basics (Azure / AWS), VoIP / IP phones, asset lifecycle management

Competencies

• Needs solid technical fundamentals and is excellent at troubleshooting.
• Strong people skills.
• Able to explain technical issues in non-technical language.
• Handles frustrated users calmly.
• Provide clear updates and documentation.
• On-site professionalism - must be willing and able to travel to different locations across industries.
• Strong time management skills.
• Ability to work independently and make decisions without constant supervision.
• Prioritizing issues by impact and urgency.
• Escalate when needed (and know when).
• Must have own reliable vehicle with valid drivers license 
• Travel readiness (sometimes on short notice).

Posted on 04 Feb 14:48, Closing date 5 Apr