IT Support Engineer - Desktop

Job Description

The IT Support Engineer is responsible for providing desktop and first-line IT support to users across Head Office and Divisional Offices, both remotely and on-site. The role focuses on resolving hardware and software issues, managing service requests and incidents, and delivering a high standard of customer service. The successful candidate will provide technical support to employees at all levels of the business, ensuring timely and effective resolution of IT-related problems. The role requires strong troubleshooting and communication skills, the ability to work independently and as part of a team, and a proactive approach to learning and adapting in a fast-paced environment. The IT Support Engineer must remain customer-focused, perform effectively under pressure, and be willing to undertake occasional labour-intensive tasks when required.

Key Responsibilities

• Engaging/Interacting with customers via email, telephone or in person
• Problem solving and troubleshooting of hardware and software related technical issues, including printers and Scanner issues
• Resolve user queries effectively, and provide relevant feedback timeously
• Log all calls that are reported via the web, email or telephonically into the CA Logging System
• Be IT security conscious and be able to work with supporting teams to remedy critical issues promptly
• Support & Setup of computer desktop equipment in meeting rooms daily
• Imaging and setup of desktop computers for new users
• Moving of desktop computers during the day and after hours
• Engage and assist in other distribution centre area’s when required
• Ability to analyse and report on problem areas and proactively working on solutions

Qualifications and Experience

• Relevant technology courses attended (MCSE and A will be an advantage)
• Certificate, Diploma and or degree advantageous
• Preferably 2 Years IT End User Support experience or desktop role

Competencies

• Exposure to relevant IT Infrastructure Technology, e.g. Windows 7 & Windows 10
• Good troubleshooting skills, both on the hardware and software level
• Exposure to Microsoft System Center 2012 (advantageous)
• Exposure to Retail Warehouse IT technologies (advantageous)
• Good communication skills
• Team orientation
• Self-starter
• Self-motivated
• Attention to detail
• Must be able to work under pressure
• Team player