Job Description

Job Summary Job Summary
To deliver effective, timely, and professional first-line technical support to end-users across the organization, ensuring high availability of IT services and systems. The role focuses on executing day-to-day support tasks, maintaining IT infrastructure, and upholding service level agreements (SLAs) to enhance user satisfaction and operational continuity. IT Support Technicians are responsible for assisting with hardware and software troubleshooting, system installations, user provisioning, and infrastructure maintenance. They contribute to data security, backup integrity, and compliance with internal IT policies. By supporting IT asset tracking, documentation, and the delivery of core IT services such as printing, VoIP, and CCTV systems, technicians help ensure a stable and secure IT environment aligned with WastePlan's business objectives.
Responsibilities
User Support & Helpdesk Operations

• Provide first-line support for user issues including hardware, software, connectivity, and ERP system troubleshooting
• Handle support tickets via the helpdesk system promptly and in alignment with SLA expectations
• Assist in managing user account provisioning, deactivation, and routine account administration
• Maintain high levels of customer service, ensuring clear communication and issue resolution
• Update and utilize IT documentation, including internal FAQs and SOPs, to aid self-service and knowledge sharing
• Travel to nearby sites when necessary to assist with in-person user support or issue resolution that cannot be completed remotely

Infrastructure Setup and Maintenance

• Install and replace network equipment (routers, switches, APs) with minimal disruption
• Set up, configure, and maintain end-user devices (PCs, printers, phones, etc.)
• Support VoIP infrastructure by ensuring phone hardware and software extensions are functioning optimally
• Perform basic CCTV support tasks including infrastructure checks and uptime reporting
• Assist with the roll-out of time and attendance tracking devices nationally
• Travel to sites for the installation, replacement, or relocation of IT infrastructure, including network equipment, end-user devices, and clocking systems (e.g. tablets in clocking cases)

Data Backup & Security Compliance

• Ensure daily backups are successfully completed for critical data, including financial systems
• Participate in biannual verification of backup completeness and national system checks
• Comply with company security policies by enforcing proper access controls and data handling protocols
• Implement and monitor endpoint security measures as instructed (e.g. encryption, antivirus, patching)

Asset & Stock Management

• Tag and scan IT assets, ensuring records are up to date and accurate
• Report missing or unaccounted-for equipment for timely investigation
• Support the accurate lifecycle tracking of assets through documentation and audits every 6 months
• Transport IT equipment between sites or to external repair vendors when required
• Assist with the collection and return of unused, faulty, or reassigned equipment from users or locations

Printing and Telecommunications Support

• Maintain functionality of printers and multifunction devices across all branches
• Troubleshoot print queue issues, driver errors, and device communication problems
• Support telecommunications infrastructure and escalate persistent or systemic issues as needed
• Visit branches or remote sites to assist with the installation or basic troubleshooting of printers, scanners, or VoIP phones when remote support is not feasible

Performance Monitoring & Reporting

• Monitor the department's automated KPI dashboards and notify the Team Lead of anomalies
• Participate in quality assurance reviews to maintain service standards
• Provide feedback on recurring problems, improvement opportunities, and technical bottlenecks

Requirements

• National diploma or certificate in Information Technology, Computer Systems, or a related field is preferred
• Minimum of 2 years' experience in an IT support or service desk environment
• Experience with Windows operating systems, end-user device setup, and basic network troubleshooting
• Exposure to IT asset management, user account administration, and ticketing systems
• Valid driver's license required, as off-site support may be necessary from time to time

Employment will be implemented in accordance with the Employment Equity Act.
Only Applicants being considered for the role will be contacted
Closing date: 21st July 2025
Should you wish to apply, please follow the online application process
Wasteplan
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