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A Technical Support Specialist position has become available in our IT Service Desk team. This is a hands-on senior support role requiring strong technical depth, sound judgement and ownership of complex end-user technology issues from diagnosis through to resolution. The successful candidate will act as an escalation point for the team, provide guidance to less experienced colleagues, and help improve service quality, technical standards and support processes.

The role covers the full lifecycle of end-user computing, including device provisioning, configuration, deployment, troubleshooting, upgrades, maintenance and asset management. The incumbent will support Windows and Apple Mac environments, Microsoft 365 services, printers, mobile devices, networking connectivity and related workplace technologies. Support may be delivered remotely, on-site or through a hybrid model. The role includes physical activities such as lifting and positioning computer equipment and working in restricted spaces when required.
Working hours comprise 9-hour shifts scheduled between 07:00 and 18:00 and may change in line with business and team requirements. The role also requires flexibility for after-hours support, planned maintenance and urgent incidents when necessary.

Knowledge & Experience

• Minimum 5 years of technical support experience in a corporate or professional-services environment, with demonstrable responsibility for complex incident resolution, escalation management and end-user service delivery.

Experience should include:

• Advanced support of Windows desktop operating systems and enterprise endpoint environments.
• Strong Microsoft product knowledge, including Microsoft 365 applications and services.
• At least 1-2 years of hands-on Jamf experience, including device enrolment, policy and profile deployment, application packaging or distribution, inventory management, compliance monitoring and troubleshooting.
• Strong practical experience supporting Apple Mac devices and macOS, including hardware diagnostics, operating-system issues, user profiles, security settings, peripherals, software deployment and integration with enterprise services.
• End-to-end hardware and software support across desktops, laptops and peripherals, preferably including Dell devices.
• Active Directory administration, including user and computer account support, group membership and access-related troubleshooting.
• Working knowledge of endpoint security, device compliance, patching and standard configuration controls.
• Support for network and local printers, smartphones and tablets, including Apple and Samsung devices.
• Strong incident, request and problem-management disciplines, including accurate ticket updates, prioritisation, escalation, root-cause thinking and stakeholder communication.
• Experience mentoring team members, sharing technical knowledge and contributing to support documentation, standards and continuous improvement.
  

Key Responsibilities:

• Take ownership of complex or high-impact technical incidents and drive them through to resolution within agreed service levels.
• Act as an escalation point for desktop, laptop, macOS, Jamf, Microsoft 365, mobile device, printing and connectivity issues.
• Provide clear, regular updates to users, team leaders and stakeholders, particularly during priority incidents or service disruptions.
• Identify recurring issues, contribute to root-cause analysis and recommend practical improvements that reduce repeat incidents.
• Support device deployment, refresh, upgrades and maintenance activities across ENSafrica offices.
• Create and maintain accurate technical documentation, known-error records, process guides and knowledge articles.
• Coach and support junior team members and promote consistent troubleshooting and service-management practices.
• Follow security, change-management, asset-management and escalation procedures, while applying sound judgement when urgent action is required.
• Remain current with relevant technologies, platform changes, security requirements and vendor updates.
  

Qualification:

• Relevant IT qualification or equivalent practical experience.
• A+ certification or equivalent endpoint support certification.
• Microsoft 365 or modern workplace certification is strongly preferred.
• Jamf certification, such as Jamf Certified Associate or Jamf Certified Tech, is advantageous.
• ITIL Foundation certification is advantageous.
  

Personal Attributes:

• Confident, credible and able to earn the trust of colleagues, team members and stakeholders.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
• Client-focused, professional and calm under pressure, with a strong sense of urgency and accountability.
• Analytical and methodical, with excellent troubleshooting, prioritisation and decision-making skills.
• A self-starter who can work independently while collaborating effectively across technical teams.
• Able to challenge constructively, make informed recommendations and escalate risks at the appropriate time.
• Committed to knowledge sharing, coaching and continuous service improvement.
• Flexible and willing to travel between ENSafrica offices when required.

ENS is committed to transformation and achieving equity in its workplaces. Placement of a suitably qualified and skilled candidate will therefore be made in line with our Employment Equity objectives.