Job Description

ROLE PURPOSE

The Technical Support Specialist is responsible for providing technical assistance, maintaining IT systems, and ensuring infrastructure optimisation. This role requires strong problem-solving skills, expertise in IT support, system architecture, and cybersecurity, and the ability to work effectively within a team.

PRIMARY DUTIES AND RESPONSBILITIES- JOB SPECIFIC REQUIREMENTS

Systems Support:

Provide end-user computing support, including troubleshooting hardware, software, and network issues. Perform system upgrades, patches, and configuration changes as required. Assist in the deployment and management of IT assets and resources Manage and maintain server and cloud environments to ensure optimal performance and uptime.

Systems Architecture:

Assess and analyse the current IT infrastructure to identify areas for improvement or optimisation. Design and implement solutions that enhance system performance, reliability, and scalability. Monitor system performance, identify bottlenecks, and implement enhancements. Develop and maintain comprehensive documentation, including system designs, configurations, and support procedures.

Cyber Security:

Develop and execute an incident response plan to quickly address security breaches or attacks. Regularly monitor IT infrastructure security, conduct security audits, and proactively update defences. Implement best practices for data protection, access control, and vulnerability management. Stay up to date with the latest security threats and recommend appropriate security measures.

Additional Information:

The ability to work in a team and to be proactive around self-learning The ability to work under pressure and to tight deadlines Willingness to assist with additional tasks given to the team Interpersonal skills Good communication skills Behavioral traits such as attitude, motivation and time management Required to work shifts (24 x 7 x 365) Be prepared to perform standby duties and work irregular hours if required

Technical Skills

Hardware and Software Troubleshooting - Diagnosing and fixing computer, network, and software issues. Operating Systems - Windows, macOS, Linux (depending on company needs). Networking Knowledge - TCP/IP, DNS, DHCP, VPNs, and basic firewall configurations. IT Security Awareness - Understanding cybersecurity best practices. Remote Support & Ticketing Systems - Experience with tools like TeamViewer, AnyDesk, or ServiceNow. Microsoft Office & Productivity Suites - Strong understanding of Microsoft 365, Google Workspace, etc. Active Directory & User Management - Creating and managing user accounts, password resets, etc. Basic Scripting & Automation (optional) - PowerShell, Bash, or Python can be helpful.

Soft Skills

Problem-Solving - Ability to diagnose and resolve IT issues efficiently. Communication - Explaining technical concepts to non-technical users. Patience & Customer Service - Dealing with frustrated users calmly. Time Management - Handling multiple support tickets effectively.

Qualifications & Certifications

Matric certificate (Grade 12) Diploma or Degree in IT, Computer Science, or a related field (advantageous but not always required) CompTIA A+ - Hardware & software troubleshooting CompTIA Network+ - Basic networking concepts Microsoft Certified: Modern Desktop Administrator Associate - Windows support ITIL Foundation - IT service management basics

Leadership Competencies

Technical Proficiency Networking Knowledge Customer Service Skills Attention to Detail Exceptional team working skills. * Excellent verbal and written communication skills.