IT Support Specialist – BOF ASSET MANAGEMENT (PTY) LTD

The IT Support Specialist serves as the primary point of contact for day-to-day technical issues. This role combines hands-on problem-solving with the ability to triage and escalate complex issues appropriately. The successful candidate will balance independent troubleshooting with clear communication, ensuring rapid service restoration and user satisfaction.

Key Responsibilities

First-Level Support Functions

·       Handle service desk intake via phone, email, chat, and ticketing portal; log, categorize, prioritize, and resolve common issues within defined SLAs

·       Manage email and account issues: password resets, multi-factor authentication setup, mailbox configuration, distribution list changes, and email client troubleshooting

·       Resolve connectivity problems: Wi-Fi/LAN access issues, VPN client support, printer and peripheral connectivity, and basic network diagnostics

·       Troubleshoot hardware and software: install approved applications, resolve OS errors, update drivers, diagnose startup issues, and support peripheral setup

·       Execute on-boarding and off-boarding: provision user accounts, assign group memberships and permissions per standard templates, and deploy standard workstation images

Triage and Escalation Capabilities

·       Diagnose issues systematically by gathering symptoms, reproducing problems, consulting FAQs and known errors, and isolating scope (user, device, network, or application level)

·       Document tickets with precision: environment details, troubleshooting steps taken, logs and screenshots, impact assessment, and urgency level

·       Apply clear escalation criteria for security incidents, outages, data loss, or configurations beyond Level 1 scope; route to specialized resources with complete context

·       Communicate handoffs clearly to internal teams and vendors; set user expectations on next steps, timelines, and resolution status

Autonomous Maintenance Activities

·       Perform website and platform maintenance: post content updates, verify links and media functionality, update plugins within policy, and test forms and newsletters

·       Conduct routine system checks: monitor endpoint patch status, disk space utilization, antivirus alerts, backup completion, and service uptime pings

·       Execute minor configuration tasks: update group memberships, printer mappings, email signatures, application settings, and user profiles per documented runbooks

·       Maintain and enhance knowledge base: add how-to guides and known issues for recurring Level 1 topics to reduce future resolution times

Job Details

Preferred Candidate

Suite de l’annonce…