Bachelor's degree or diploma in Information Technology, Computer Science, Engineering, Telecommunications or a related field, or equivalent practical capability.
3-5 years of experience in IT support, helpdesk, desktop support, systems administration or a related operational role, including responsibility for difficult tickets or a shared support queue.
Strong hands-on troubleshooting of Windows 10/11 and working familiarity with macOS, common office applications, laptops, mobile devices, printers, meeting-room or AV equipment and user peripherals.
Experience administering Google Workspace or Microsoft 365/Active Directory and an identity platform such as Entra ID/Azure AD, including users, groups, licenses, permissions and multifactor authentication.
Working knowledge of LAN/WAN, Wi-Fi, routers, switches, firewalls, internet services, telephony, cloud or hosted services, endpoint management, endpoint security, patching, backups and access control.
Experience with service desk or ITSM tools, ticket prioritisation, service levels, incident escalation, knowledge articles and operational reporting.
Experience maintaining IT asset and software-license records and coordinating repairs, suppliers, subscriptions and renewals.
Clear written and verbal communication, patient user support, disciplined documentation, sound prioritisation and the ability to work independently while escalating appropriately.
Nice-to-Have Qualifications
IT service management training or certification, such as ITIL Foundation, or relevant endpoint, cloud, networking or cybersecurity certification.
Experience supporting a multi-site or branch-based organisation with business-critical connectivity and workplace technology.
Basic scripting or automation capability for approved support and administration tasks.
Core Competencies
Service ownership and user empathy
Hands-on troubleshooting and sound escalation judgement
Queue control, prioritisation and reliable follow-through
Practical systems, endpoint, identity, network and security knowledge
Clear communication, accurate administration and practical improvement based on service data
GK
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