Job Description

MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available: Intermediate IT Technician
Job description
Core Functions Include:
The Intermediate IT Technician provides technical support to end-users and assists with the resolution of complex IT issues escalated from Level 1 support. This role involves diagnosing and troubleshooting hardware, software, and network problems, as well as providing guidance and assistance to junior support staff. The Intermediate IT Technician plays a key role in ensuring the timely resolution of IT incidents and delivering high-quality support services to internal customers.
Core Functions

• Provide technical support to end-users via phone, email, chat, or in-person, resolving Level 2 IT incidents and service requests within established SLAs.
• Diagnose and troubleshoot hardware, software, and network issues, including desktops, laptops, printers, mobile devices, operating systems, applications, and peripherals.
• Escalate complex or unresolved IT issues to Level 3 support or other IT teams, ensuring timely resolution and effective communication with stakeholders.
• Assist with the installation, configuration, and maintenance of IT systems, software, and infrastructure components.
• Document IT incidents, service requests, troubleshooting steps, and resolutions in the IT service management (ITSM) system, ensuring accuracy and completeness.
• Provide guidance, coaching, and training to Level 1 support analysts and end-users, empowering them to resolve common IT issues independently.
• Collaborate with other IT teams, such as network, security, and systems administration, to identify and address underlying issues impacting IT performance and reliability.
• Participate in IT projects and initiatives, such as system upgrades, migrations, and deployments, as assigned by the IT Support Team Lead/Manager.
• Stay current with industry trends, best practices, and technologies related to IT support and service delivery, continuously enhancing technical skills and knowledge.
• Contribute to the development and improvement of IT support processes, procedures, and documentation to enhance efficiency and effectiveness.

Minimum requirements
Qualifications

• Degree or equivalent technical certification in Computer Science, Information Technology, or related field.
• 3 years of experience in IT support, with a focus on Level 2 support and troubleshooting.
• Strong technical proficiency in desktop support, including Windows and Mac operating systems, Microsoft Office suite, Active Directory, and basic networking concepts.
• Experience with remote support tools, IT service management (ITSM) systems, and ticketing systems (e.g., FreshService).
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex IT issues in a fast-paced environment.
• Effective communication and customer service skills, with the ability to interact professionally with end-users of all technical levels.
• Certifications such as CompTIA A , CompTIA Network , MCSE or equivalent are preferred.

Experience

• Essential experience: At least 3-4 year(s) relevant higher education work experience.

Related Knowledge, Competencies and Skills

• Computer Literate
• Proficient in Microsoft Office Suite (Excel, Word, Power Point, Access, Outlook).
• Good understanding of Higher Education landscape.
• Minute taking experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Ability to work under pressure.
• Project management skills.
• Prioritisation and time management skills.
• Deadline driven and process orientated.
• Numerical ability.
• Reporting skills.
• Possess a high level of ethics, confidentiality, and integrity.
• Produce work of a high quality.

General
This position may require occasional evening, weekend, or on-call work to support IT incidents, projects, or emergencies.
The role may involve some travel to other company locations or client sites as needed.

Skills Required