Role overview
What you'll be stepping into
The Systems Support Officer provides first- and second-level technical support to ensure the reliable and effective operation of end-user IT systems and services.
The role focuses on maintaining a stable user computing environment, resolving technical issues, supporting technology deployments and contributing to the continuous improvement of IT service delivery.
Key Responsibilities
1. Incident and Service Support
Diagnose and resolve technical incidents and service requests within agreed Service Level Agreements (SLAs).
Ensure incidents and service requests are properly documented.
Conduct appropriate follow-up on reported issues.
Escalate unresolved or complex technical issues to the appropriate support teams.
2. Systems and Application Support
Install, configure, maintain and troubleshoot desktops, laptops and operating systems.
Provide technical support for Microsoft 365 and Microsoft Office applications.
Install, configure and troubleshoot approved business applications.
Ensure end-user systems remain reliable and operational.
3. Hardware and Peripheral Support
Diagnose and resolve faults affecting computers, printers, scanners, UPS units and other IT peripherals.
Perform authorised repairs, upgrades and replacements.
Ensure IT equipment is maintained and available for effective business operations.
4. Network and Access Support
Troubleshoot LAN and WLAN connectivity issues.
Resolve issues related to TCP/IP, DHCP and DNS.
Support domain login and user profile-related issues.
Troubleshoot access-related problems and escalate infrastructure faults where necessary.
5. Security and Preventive Maintenance
Support endpoint security and compliance with approved IT configurations.
Assist with system patching and other required security updates.
Carry out scheduled preventive maintenance of IT equipment.
Help maintain secure and compliant end-user computing environments.
6. Deployment and Project Support
Participate in equipment deployments and technology rollouts.
Support system upgrades and site installations.
Participate in IT infrastructure and other technology projects.
Provide technical assistance during the implementation of new systems and equipment.
7. Technical Improvement and Documentation
Identify recurring technical issues and recommend appropriate corrective actions.
Contribute to continuous improvement of IT support services.
Maintain relevant technical procedures, support documentation and knowledge resources.
Prepare accurate technical reports and records as required.
Knowledge, Qualifications and Experience
Education
Bachelor's degree in Information Technology, Computer Science, Information Systems or a related field.
Professional Experience
3–5 years of relevant hands-on experience in IT technical support within a corporate or similar environment.
Technical Knowledge
Candidates should have strong practical knowledge of:
Windows client operating systems
Microsoft 365 and Microsoft Office
Computer hardware and peripherals
Active Directory
TCP/IP
DHCP and DNS
LAN/WLAN networking
Endpoint security
Working familiarity with the following is also required:
Windows Server
Virtualisation
Enterprise networking concepts
Professional Certifications
Certifications such as the following will be an added advantage:
ITIL Foundation
Microsoft certifications
CompTIA certifications
CCNA
Equivalent relevant IT certifications
Skills and Competencies
The successful candidate should demonstrate:
Strong technical troubleshooting, fault isolation and problem-solving skills.
Ability to prioritise incidents and take ownership of technical issues.
Ability to escalate issues appropriately when required.
Effective communication and user-support skills.
Ability to work with users at different levels within an organisation.
Good technical documentation and reporting skills.
Ability to work independently and collaboratively within a technical team.
High levels of integrity, accountability and confidentiality.
How to apply