IT Support Technician

Annexure A – Job Description

To support the SSA Region with IT Support service delivery to ensure a compliant and secure environment for the region to operate.

Key Responsibilities

• Provide technical assistance and support to end-users in person, over the phone, or via remote access tools.
• Diagnose and resolve hardware, software, and network issues for computer systems, printers, and other peripheral devices.
• Install, configure, and troubleshoot operating systems, applications, and software updates.
• Set up and maintain user accounts, passwords, and permissions in accordance with company policies.
• Assist with the deployment and maintenance of IT infrastructure, including servers, switches, and routers.
• Monitor and respond to system alerts and notifications to ensure optimal performance and minimal downtime.
• Educate end-users on basic computer operations, software usage, and best practices for data security.
• Document and maintain accurate records of technical issues, resolutions, and user inquiries.
• Collaborate with team members and escalate complex issues to senior IT staff when necessary.
• Stay updated on emerging technologies, industry trends, and best practices in IT technical support.
• Escalate tickets as needed to the next level support
• Resolution of user IT problems.
• Conduct regular system performance analysis and optimization to identify and address potential bottlenecks or vulnerabilities.
• Change Management - Ensuring changes to the live systems are all adequately delivered
• Knowledge Management – networking and sharing knowledge to the IT team and end users as appropriate to ensure a high IT Support service delivery
• Other duties may be assigned as required.
• Support all users across Africa for technical support via phone or remote tools
• Monitor daily backups
• Work as part of the IT Team in Sub Sahara Region
• Enforce policy compliance as appropriate and applicable
• Ensure timeous response to support issue as prioritized
• Execute IT tasks as delegated from time to time

Please note this job description is not exhaustive nor limited to the details contained within

Essential Qualification:

• NQF level 3 or higher IT qualification
• CompTia A+
• N+
• Lean system Qualifications

Experience levels:

• A minimum of 1-2 years’ experience in the IT industry or related fields
• Technical Knowledge: Familiarity with computer hardware, operating systems (e.g., Windows, macOS, Linux), and common software applications (e.g., Microsoft Office Suite, web browsers) is expected.
• Basic knowledge of networking concepts and troubleshooting is also beneficial.
• Previous experience in a customer service-oriented role, even outside of the IT field, will be valuable.
• Hands on IT Experience: Some experience with hands-on exposure to troubleshooting common technical issues and interacting with end-users.
• Communication and Interpersonal Skills: Strong verbal and written communication skills are essential for effectively communicating technical concepts to non-technical users.
• Experience in dealing with diverse individuals and teams, resolving conflicts, and maintaining professional relationships is beneficial.
• Problem-Solving Abilities: Demonstrating problem-solving skills, even from non-technical contexts.
• Exposure and using Lean system methodology into daily tasks
• Experience in analysing issues, identifying potential solutions, and implementing effective problem-solving strategies
• Exposure to manufacturing environment and processes.

• Technical Troubleshooting: Ability to diagnose and resolve hardware, software, and network issues by applying logical and systematic troubleshooting methods.
• Hardware and Software Knowledge: Familiarity with computer systems, peripheral devices, operating systems, and common software applications.
• Customer Service Skills: Strong interpersonal and communication skills to effectively interact with end-users, understand their issues, and provide support in a friendly and professional manner.
• Problem-Solving: Ability to analyse and identify the root cause of technical problems and propose appropriate solutions.
• Active Listening: Skill to attentively listen to user concerns, ask relevant questions, and gather necessary information to effectively address their issues.
•  Time Management: Capacity to prioritize and manage multiple tasks and support requests while meeting deadlines and maintaining service level agreements.
• Documentation and Record Keeping: Ability to document technical issues, resolutions, and user interactions accurately for future reference and knowledge sharing.
• Adaptability: Flexibility to learn new technologies, adapt to changing environments, and quickly acquire new skills.
• Teamwork and Collaboration: Willingness to work collaboratively with colleagues and assist them when needed, fostering a positive and supportive team environment.
• Professionalism and Ethics: Understanding and adhering to professional ethics, maintaining user confidentiality, and complying with organizational policies and procedures.

* EE candidates will be given preference*

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.