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Job Summary
Large Retail Company based in Roodepoort is looking for an IT Support Technician. Duties: Manage; prioritise, and resolve tickets logged on the IT helpdesk within agreed response times. Provide first- and second-line end-user support across the Microsoft 365 environment, including Outlook, Teams, OneDrive, SharePoint, and the Office desktop suite (account-level support such as mailbox issues, licence assignments, sign-in problems, MFA resets, and shared mailbox/distribution group changes — excluding tenant-level or infrastructure administration). Diagnose and resolve end-user software issues across Windows OS, Microsoft 365 applications, ERP, and other business applications. Diagnose and resolve hardware issues on desktops, laptops, printers, mobile devices (iOS and Android), mobile scanners, and peripheral network equipment at the user level. Provide end-user support on SAP Business One, escalating application-level issues to the relevant specialists where required. Liaise with software vendors and external service providers to log, follow up on, and drive faults through to resolution on behalf of the business. Perform routine preventative maintenance on PCs, printers, and other end-user equipment. Manage printer consumables stock, obtain quotes, and place orders to ensure continuous availability. Administer user accounts and access at the end-user support level in Active Directory and Microsoft 365 / Entra ID, including locking and unlocking accounts, password resets, group membership changes, and licence assignment. Work closely with HR to execute the Joiner / Mover / Leaver (JML) process, ensuring timely onboarding, role changes, and offboarding of users. Be available for after-hours remote support when business needs require it. Escalate issues that fall outside the scope of end-user support, or that cannot be resolved within reasonable timeframes, to the IT Manager. Requirements: Grade 12 Relevant IT qualification (e.g. A+, N+, MCSE/MCP, or a recognised IT diploma) At least 2–3 years' experience in an IT support, helpdesk, or desktop support role. Demonstrable experience supporting end users in a Microsoft 365 environment. Exposure to supporting business applications such as an ERP system (SAP Business One experience is advantageous). Solid working knowledge of Windows 10 / 11 and the Microsoft 365 application suite (Outlook, Teams, OneDrive, SharePoint, Word, Excel). Practical understanding of Active Directory and Microsoft 365 / Entra ID at the user administration level (account management, group membership, licence assignment, password and MFA resets). Ability to diagnose and resolve hardware faults on desktops, laptops, printers, mobile devices (iOS and Android), and mobile scanners. Basic understanding of networking concepts (IP addressing, Wi-Fi, LAN connectivity, printer and device connectivity) sufficient to troubleshoot end-user issues. Comfortable logging and managing faults with external service providers and software vendors. Strong customer service orientation with clear, professional communication. Methodical; patient, and detail-oriented approach to troubleshooting. Able to prioritise and manage multiple tickets without losing track of follow-ups. Willing to be available for after-hours remote support when required. Team player and ability to problem solve in a fast-paced environment.
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