IT Support Technician

Job Summary

By supporting IT asset tracking, documentation, and the delivery of core IT services such as printing, VoIP, and CCTV systems, technicians help ensure a stable and secure IT environment aligned with WastePlan's business objectives.

Responsibilities

• Provide first-line support for user issues including hardware, software, connectivity, and ERP system troubleshooting
• Handle support tickets via the helpdesk system promptly and in alignment with SLA expectations
• Assist in managing user account provisioning, deactivation, and routine account administration
• Maintain high levels of customer service, ensuring clear communication and issue resolution
• Update and utilize IT documentation, including internal FAQs and SOPs, to aid self-service and knowledge sharing
• Travel to nearby sites when necessary to assist with in-person user support or issue resolution that cannot be completed remotely

• Install and replace network equipment (routers, switches, APs) with minimal disruption
• Set up, configure, and maintain end-user devices (PCs, printers, phones, etc.)
• Support VoIP infrastructure by ensuring phone hardware and software extensions are functioning optimally
• Perform basic CCTV support tasks including infrastructure checks and uptime reporting
• Assist with the roll-out of time and attendance tracking devices nationally
• Travel to sites for the installation, replacement, or relocation of IT infrastructure, including network equipment, end-user devices, and clocking systems (e.g. tablets in clocking cases)

• Ensure daily backups are successfully completed for critical data, including financial systems
• Participate in biannual verification of backup completeness and national system checks
• Comply with company security policies by enforcing proper access controls and data handling protocols
• Implement and monitor endpoint security measures as instructed (e.g. encryption, antivirus, patching)

• Tag and scan IT assets, ensuring records are up to date and accurate
• Report missing or unaccounted-for equipment for timely investigation
• Support the accurate lifecycle tracking of assets through documentation and audits every 6 months
• Transport IT equipment between sites or to external repair vendors when required
• Assist with the collection and return of unused, faulty, or reassigned equipment from users or locations

• Maintain functionality of printers and multifunction devices across all branches
• Troubleshoot print queue issues, driver errors, and device communication problems
• Support telecommunications infrastructure and escalate persistent or systemic issues as needed
• Visit branches or remote sites to assist with the installation or basic troubleshooting of printers, scanners, or VoIP phones when remote support is not feasible

• Monitor the departments automated KPI dashboards and notify the Team Lead of anomalies
• Participate in quality assurance reviews to maintain service standards
• Provide feedback on recurring problems, improvement opportunities, and technical bottlenecks

• National diploma or certificate in Information Technology, Computer Systems, or a related field is preferred
• Minimum of 2 years' experience in an IT support or service desk environment
• Experience with Windows operating systems, end-user device setup, and basic network troubleshooting
• Exposure to IT asset management, user account administration, and ticketing systems
• Valid drivers license required, as off-site support may be necessary from time to time

Only Applicants being considered for the role will be contacted

Should you wish to apply, please follow the online application process