Job Description

CapeNature seeks to appoint an enthusiastic IT Helpdesk Technician to join our productive team at CapeNature. If you are a proactive, detail orientated problem solver, the IT Helpdesk position is suited for you. Applying for this position you should be technically hands-on, comfortable with working independently and able to manage tasks with a sense of urgency. You are a person that takes ownership of issues, communicates clearly with both technical and non-technical users, and is always looking to improve the end-user experience.

KEY PERFORMANCE AREAS:

KRA 1: End User support/ Service Desk Support and Service Delivery

Ensure that 90% of all open calls are converted and resolved within the specified Service Level
Keep all the sites up-to date with the current infrastructure.
Coordinating with internal business departments and IT teams to schedule device setup, user account creation, and orientation support.
Deactivating and secure user accounts and access credentials in line with security policies.
Ensure all authorised users have access to required network resources
Hardware and Software maintenance
Preparing and configuring laptops, desktops, mobile devices, and accessories for users.
Installing operating systems, security tools, and corporate applications according to Entity policy and standards.
Retrieving, wiping, and reimaging devices to maintain data integrity and compliance.
Support the IT team in developing and implementing automations for IT processes.
Collaborating with Software and Network teams on IT infrastructure needs.
General Desktop Support
Responding to and resolving hardware/software incidents and service requests via ticketing system.
Assisting with conference room equipment, VPN connectivity, and peripheral troubleshooting.

KRA 2: ICT Governance and Security Compliance

Adhere to prescribed governance procedures and processes
Applying security patches and performing regular system updates.
Performing regular audits of employee devices
Ensure relevant policy and procedures are followed
Ensure information security policy is followed
Ensure that the data retention policy is followed

KRA 3: ICT Hardware Asset Administration

Keep record of all ICT Assets that are being assigned to clients and filing the documentation.
Documenting assets return and update inventory records.
Maintaining up-to-date IT Asset documentation.
Maintaining accurate inventory of IT assets and software licenses.

Requirements:

Matric (Grade 12).
NQF Level 5 IT Diploma (Technical Support, IT Systems, Information Technology or similar).
Proficiency with Windows, and common enterprise applications (e.g., Microsoft 365)
Excellent problem-solving and troubleshooting skills.
Strong communication and interpersonal skills.
No Criminal record

Please send your resume/CV