IT Support Administrator, Johannesburg - R 25 000 pm

Introduction

The IT Support Administrator serves as the first point of contact for all IT support in the business, taking ownership of incidents and service requests from logging to resolution or escalation, working within the department's documented processes and SOPs, and upholding the standards of professionalism, confidentiality and service delivery required in a regulated environment.

Duties & Responsibilities

1. Helpdesk and Incident Management

• Act as the single point of contact for all IT support requests received by telephone, email and the ticketing system
• Log, categorise, prioritise and resolve incidents and service requests within agreed SLAs and in accordance with documented procedures
• Provide support to users at head office in person and to regional offices remotely
• Take ownership of tickets from creation to closure and confirm resolution with the user before closing
• Escalate complex issues to the IT Infrastructure Engineer with complete diagnostic information
• Identify recurring incidents and flag them for root cause investigation

2. Process and SOP Compliance

• Execute all support, onboarding, offboarding and access tasks strictly in accordance with the department's SOPs and documented processes
• Keep ticket records, checklists and registers complete, accurate and audit ready at all times
• Identify gaps, outdated steps or inefficiencies in SOPs and propose improvements to the Group Operations Manager: IT and Infrastructure rather than deviating from process
• Draft updates to SOPs and process documentation for review and approval

3. Onboarding and Offboarding

• Administer the full onboarding and offboarding process for employees per the documented checklists, including account creation, licence assignment, group membership, mailbox setup, hardware issue and collection, and access changes for internal moves
• Ensure same day revocation of all access on termination
• Coordinate with HR to ensure new starters are fully set up and productive from day one

4. End User Computing

• Build, image, configure and deploy laptops and peripherals to company standard
• Support printers, scanners, boardroom equipment, mobile phones and tablets
• Install, configure and troubleshoot standard business applications
• Diagnose hardware faults and coordinate warranty repairs with vendors

5. User Administration and Access Management

• Perform password resets and MFA support in strict accordance with identity verification procedures
• Maintain distribution lists, shared mailboxes and Teams and SharePoint memberships per approved requests

6. Microsoft 365 Support

• Provide first line support for Outlook, Teams, SharePoint, OneDrive and Office applications
• Perform day to day administration in the Microsoft 365 admin centre, including licence assignment, user and group changes and basic service health checks
• Perform basic Exchange Online administration, including mailbox and calendar permissions, shared mailbox setup, mail flow queries and forwarding rule reviews
• Resolve OneDrive synchronisation issues and SharePoint access requests
• Assist with Entra ID and Intune tasks under guidance, including device enrolment, compliance queries and MFA registration issues

7. Network Support

• Perform first line network troubleshooting, including connectivity checks, IP configuration (DHCP, DNS, default gateway), Wi-Fi issues, cable testing and patching
• Assist with basic switch port checks, patching to the correct VLAN and identifying port or cable faults under guidance
• Log and track ISP and connectivity faults with the relevant provider and escalate to the IT Infrastructure Engineer where required
• Provide basic VoIP support, including handset setup, moves, voicemail and headset configuration

8. Server Room and Infrastructure Assistance

• Assist with server room tasks such as racking, cabling, labelling and physical checks under supervision
• Perform routine visual checks on server room equipment, UPS status and environmental conditions, and report anomalies immediately
• Assist the IT Infrastructure Engineer with scheduled maintenance tasks, including verifying that backups have completed and reporting failures
• Create and disable user objects and manage group memberships in Active Directory in line with documented procedures

9. Security Support

• Report suspected security incidents, suspicious emails and malware alerts immediately per the documented escalation procedure
• Assist users with endpoint protection queries and support security related tasks under guidance

10. Administration and Documentation

• Maintain an accurate IT asset register covering hardware, software licences and warranty status
• Create and maintain knowledge base articles and end user self help guides
• Track consumables and prepare procurement requests

What Success Looks Like

• 3 months: Independently owning the ticket queue with sound ticketing discipline and SLA compliance, and working confidently within the department's SOPs
• 6 months: Onboarding and offboarding running accurately and on time per checklist, including access revocations, with the asset register current and records audit ready
• 12 months: Trusted first escalation filter for the business, assisting on infrastructure tasks, and having contributed measurable improvements to SOPs and knowledge base content

Desired Experience & Qualification

Minimum Requirements

• Matric / Grade 12 (essential).
• CompTIA A+
• CompTIA N+
• 2 to 3 years' experience in an IT helpdesk or desktop support role
• Solid Windows 10 and 11 support experience
• Microsoft 365 support experience at user level, with exposure to the admin centre
• Active Directory user and group administration
• Practical understanding of basic networking (TCP/IP, DHCP, DNS, Wi-Fi troubleshooting)
• Experience providing remote support using tools such as remote desktop or remote assistance software
• Experience working in a ticketing system against SLAs
• Demonstrated experience working within documented processes, SOPs or checklists
• Valid driver's licence and own reliable transport

Advantageous

• A relevant IT diploma or degree (N.Dip IT, BSc IT or similar)
• CompTIA Security+
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• ITIL 4 Foundation
• Exposure to Entra ID and Intune or other endpoint management
• Exposure to endpoint security tools (antivirus or EDR platforms)
• Exposure to a server environment (Windows Server, virtualisation or backup tools such as Veeam)
• Understanding of VLANs and managed switches
• Prior experience in financial services or another regulated environment

Key skills

• Strong troubleshooting and technical diagnostic ability.
• Excellent communication skills (verbal and written).
• Strong organisational, planning, and documentation skills.
• Ability to multitask and manage competing priorities.
• Strong customer‑service orientation.
• Ability to remain calm and solution‑focused under pressure

Personal abilities

• Have strong people skills and communicate clearly with users.
• Be meticulous and detail-oriented in their work.
• Take ownership of tasks and follow them through to completion.
• Be reliable and responsible in managing user requests.
• Demonstrate honesty and integrity, particularly when dealing with company systems, user access and sensitive information.
• Work effectively in a fast-paced environment.
• Demonstrate resilience under pressure.
• Be adaptable and able to adjust to changing priorities.
• Be a team player who contributes positively to the company culture and values.
• Maintain a professional and service-driven attitude when supporting users.

Package & Remuneration

R 25 000 pm