IT Support Engineer

IT Support Engineer

Durban, SA
Salary: Competitive

The Role

The IT Support Engineer will provide IT support within the Jellyfish Group of companies and will be responsible for responding to incidents, problems, and enquiries and processing change and service requests across the business.


  • Providing IT support to all users globally via the Company Service Management Tool
  • Delivering a high level of customer service when assisting staff in resolving IT issues
  • Ensuring all issues are logged and documented via the Company Service Management Tool
  • Ensuring a thorough understanding of user requirements and needs
  • Following up issues, to minimise any adverse impact on productivity or business operation
  • Working proactively to troubleshoot potential problems before they arise
  • Desktop imaging and operating system deployment to new and existing hardware
  • Providing application support for programs such as Microsoft Office, Sage Accounts, Google Chrome, Adobe Creative Cloud, etc
  • Installing authorised software to laptop and desktop machines
  • Conduct fault finding to laptops, desktop machines and handheld devices
  • Creating user accounts and managing mailbox and VOIP phone system administration
  • Producing and maintaining departmental procedures, checklists for tasks and FAQ sheets
  • Performing daily checks, such as system backup checks and ensuring records of checks are maintained
  • Interest in cloud computing, G Suite for Enterprise
  • Keeping abreast of industry news and updates
  • Coming up with new ideas how to improve departmental processes/procedures
  • Ensuring skill base is kept up to date, including passing any applicable technical exams
  • Managing Ad-hoc project work, as required

Experience Required

  • Previous helpdesk software experience
  • Previous experience of working in a user/customer facing environment
  • Certifications achieved for Windows and/or Google products
  • Experience in using G Suite for Enterprise
  • Experience using JAMF Pro

Skill Requirements

  • Experience in providing IT support, ideally in a helpdesk environment
  • Experience in using Microsoft Windows 8.1 / 10 desktop operating systems
  • Experience in using MacOS desktop operating systems, desirable
  • Possesses strong interpersonal and communication skills, with all levels of personnel
  • Good time management and priority handling
  • Ability to multi-task in a fast-paced working environment
  • Can demonstrate excellent problem solving skills
  • Ability to work proactively to troubleshoot issues before they arise
  • Experience in using Microsoft Office, various web Browsers, Adobe products

Key Attributes

  • A self-motivated individual with a pro-active approach to problem solving
  • Maintains a professional demeanour and a high level of service at all times
  • Flexible, versatile and copes well under pressure
  • Excellent attention to detail in all areas
  • An outgoing, positive thinker, with consistent levels of evident enthusiasm
  • Ability to work responsibly with or without direct supervision and under pressure
  • Open, honest and direct, is comfortable in giving and receiving constructive feedback
  • Has high personal standards and promotes them in others
  • A valued team member, who upholds high values and professional integrity at all times
  • Additional responsibilities as requested by the Group IT manager
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