🚀 Technical Support Analyst (L1/L2)

📍 Cape Town (Maitland)

🚙 Own Car and Driver's License - Required (Company reimburses fuel on client visits)

❗This position is a Hybrid of a Service Desk Technician and a Desktop Support Technician

🏢 Role Type: Hybrid of a Service Desk Technician and a Desktop Support Technician

🕒 Level: 1st and up to 2nd Line Support (Service Desk and Desktop Support)

📍Set-Up: On-site, Full Week (Maitland)

Key Responsibilities:

1. Service Desk (Telephonic L1/L2 Support):

✅ Monitor and respond to service desk requests via phone and email during business hours.
✅ Log, categorise, prioritise, and assign incidents according to call logging procedures and SLA
✅ Provide Level 1 and Level 2 remote/telephonic support across user, endpoint, Microsoft 365, and network-related issues.
✅ Provide clear, non-technical explanations to users, set expectations around timelines
✅ Escalate incidents beyond scope to vendors, L3 resources, or the Technical Manager

2. Onsite Technical Support (Independent Field Work):

✅ Perform onsite troubleshooting and resolution for desktop, laptop, printer, network, phones
✅ Carry out onsite installations, configurations, and replacements (workstations, networking equipment, peripherals, basic infrastructure).
✅ Communicate professionally onsite: reassure users, manage stakeholders, and Manager
✅ Own the outcome: confirm the fix, validate functionality, document the resolution, and close the loop with the user and ticket updates.

3. What we’re looking for (Experience, Skills & Qualifications):

✅ Matric + relevant
✅ Tertiary qualifications / certifications advantageous
✅ 2+ years in a similar IT Support role
✅ A mix of experience in both Service Desk telephonic support & Onsite Desktop support
✅ Valid driver’s license and own transport (onsite support requirement)

4. Tech Stack & Tooling:

✅ Required: Microsoft 365 / Office 365 user support and administration hands-on experience
✅ Required: Windows desktop troubleshooting
✅ Required: Basic Windows server awareness, Active Directory fundamentals
✅ Required: Networking fundamentals (i.e. LAN/WAN, Wi-Fi, DNS, DHCP, routing basics)
✅ Required: Hardware troubleshooting (desktops/laptops/printers; common vendor devices)
✅ Ticketing exposure: preferably Zoho Desk or other ticketing systems
✅ Endpoint Security exposure: preferably using Zoho Endpoint Central, Intune, Gravity Zone (or similar)
✅ Remote control: TeamViewer

5. Anticipated Start:

Technical Support Analyst (L1/2)

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