Desktop Support Engineer

• Grade 12 / Matric
• IT certifications would be an advantage (e.g., CompTIA A+, N+, Microsoft MCSA/MD-100/MD-101, ITIL Foundation) but not essential.
• 2 – 4 years’ experience within a desktop, 1st line support and/or IE Technician roles
• Experience with: Windows 10/11 installation and troubleshooting, Printer support and driver installation, Microsoft 365 support, Networking basics (IP addressing, DNS, DHCP), Server support basics

• Provide first- and second-line desktop support (hardware, software, OS, peripherals).
• Troubleshoot and support printers, scanners, and office devices.
• Perform proactive maintenance: patching, OS updates, antivirus checks, etc.
• Install, configure, and support PCs, laptops, mobile devices, and basic networking (Wi-Fi, LAN, switches, routers).
• Support standard business applications: Microsoft 365, Outlook, Teams, etc.
• Conduct user account administration (password resets, permissions, Active Directory basics).
• Respond to onsite call-outs and provide remote support when needed.
• Document incidents, resolutions, and assets in service desk tools.
• Escalate unresolved issues to senior engineers or vendors.
• Participate in standby support rotations and after-hours support as required.
• Ensure SLA targets are met while delivering professional, friendly service.

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