IT Technician

1. Job Purpose

The IT Technician provides first-line technical support to call Centre agents and staff in a high-demand BPO environment. This includes troubleshooting hardware, software, telephony, and networking problems, ensuring minimal downtime and smooth operational performance.

2. Key Responsibilities

A. End-User & Desktop Support

• Provide 1st-line support to call center agents and staff.
• Diagnose and resolve issues related to Windows 10/11, Office 365, MFA, and peripherals.
• Support Citrix and Genesys environments.
• Use remote support tools such as AnyDesk and TeamViewer.
• Log all tickets and user interactions in the helpdesk system.

B. Network & Connectivity Support

• LAN/Wi-Fi troubleshooting in a peer-to-peer network setup.
• Assist with shared printers, shared folders, and connectivity issues.
• Support VoIP and softphone connectivity.

C. Asset Management

• Maintain the IT asset register.
• Setup and configure laptops for new users.
• Coordinate with rental/lease hardware providers.
• Track device movements and returns.

D. Telephony & Call Centre Systems

• Troubleshoot Genesys, Citrix Workspace, softphone, and headset issues.
• Assist with user relocations and agent configurations.

E. After-Hours & Weekend Standby

• Participate in rotation for weekday after-hours and weekend standby.
• Respond to urgent outages and escalate when required.

F. General IT Responsibilities

• Create new user profiles and email accounts.
• Maintain documentation and SOPs.
• Assist with projects, rollouts, and upgrades.
• Keep IT storeroom organized.
• Follow IT security and compliance standards.

3. Skills & Competencies

Technical Skills

• Windows OS, Office 365, Citrix, Genesys.
• LAN/Wi-Fi troubleshooting.
• AnyDesk, TeamViewer remote support.
• VoIP and softphone experience.

Soft Skills

• Strong communication.
• Calm under pressure.
• Problem-solving.
• Organized and detail-oriented.
• Willingness to learn.

4. Qualifications & Experience

• Matric / Grade 12.
• IT certificate (A+, N+,etc.).
• At least 1 year IT support experience.
• Call-center/BPO experience beneficial.
• Basic Office 365 & remote support knowledge.

5. Working Conditions

• Office-based in a busy contact center.
• After-hours and weekend standby rotation.
• Occasional weekend on-site work.

Work Location: In person