Sr Associate-IT Helpdesk

Sutherland
Johannesburg
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 4-5 yearsEducation: bachelorsSkills: ["Communication","Customer service","Collaboration","Integrity","Problem-solving"]

Provide deskside (desktop L2) support for end users, diagnosing and resolving hardware and software issues, and managing desktop OS (Windows 10/11) and common applications. Configure print servers, install software/drivers/patches, handle IMAC requests, and support endpoint encryption and DLP. Coordinate ticket logging through to closure, liaise with SMEs and infosec for backup/restore and OS hardening, and deliver hands-and-eye support for collaboration and voice devices.

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FursaFursa
Sutherland
Sutherland
1 month ago

Sr Associate-IT Helpdesk

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Provide deskside (desktop L2) support for end users, diagnosing and resolving hardware and software issues, and managing desktop OS (Windows 10/11) and common applications. Configure print servers, install software/drivers/patches, handle IMAC requests, and support endpoint encryption and DLP. Coordinate ticket logging through to closure, liaise with SMEs and infosec for backup/restore and OS hardening, and deliver hands-and-eye support for collaboration and voice devices.
Location: Johannesburg
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Diagnose and resolve first-level end-user hardware issues, using cannibalization when needed to minimize spare-part costs.
  • •Support desktop operating systems (Windows 10/11), end-user applications, and install required software, drivers, patches, and updates.
  • •Configure print servers and troubleshoot printing problems, including installation and IMAC (move/add/change) actions on endpoints.
  • •Manage endpoint security activities such as DLP/encryption and anti-virus installation and signature updates.
  • •Log and track service tickets through to closure; coordinate escalations with SMEs/Sutherland suppliers and provide RCA support when required.

Key Requirements

  • •4 to 5 years of experience providing desktop L2 resources in an IT support environment.
  • •Very good written and verbal communication skills for customer interactions and ticket follow-up.
  • •Technical experience supporting Windows 10/11, Active Directory, and end-user applications.
  • •Experience with desktop hardware support (diagnosing issues, resolving appropriately, and using cannibalization when required).
  • •Bachelor of Science in Computer Engineering/Computer Science or Electronics and Communications Engineering.
Experience:4-5 yearsIT supportDeskside support
Education:Bachelor's in Computer Engineering/Computer Science, Electronics and Communications Engineering
Skills:CommunicationCustomer serviceCollaborationIntegrityProblem-solving
Languages:English
Tech Stack:Windows 10Windows 11Active DirectoryMicrosoft OutlookOffice 365AdobeOpen OfficePrint serversDLPEncryptionPatch managementAnti-virusLogMeInWebexMicrosoft TeamsAvayaCisco ExtensionsCisco NetworkingVirtualizationVoice over IP (VoIP)

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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