Engineer IT Support

JOB PURPOSE

To provide effective 1st and 2nd line IT support to RTT Group branches and selected customer sites by ensuring the availability, stability, and performance of IT systems, infrastructure, and end‑user devices. The role focuses on responsive technical support, issue resolution within SLA, and maintaining IT governance and operational standards across the business.

DUTIES & RESPONSIBILITIES:

• Provide 1st and 2nd line desktop and user support to internal users
• Log, manage, and resolve all incidents and requests via the IT ticketing system in line with SLA requirements
• Install, configure, maintain, and troubleshoot:
• Desktops, laptops, printers, and peripherals
• Windows operating systems and Microsoft 365 applications
• Perform Active Directory user administration (basic adds, moves, changes)
• Support IT hardware rollouts, upgrades, and replacements
• Conduct facility and IT environment checks, including:

• • Boardrooms, printers, access control systems
  • UPS checks and network/server room inspections

• Provide basic network support, including LAN, cabling, Wi‑Fi, access points, and switches
• Escalate critical incidents, outages, and recurring problems to senior support or management
• Assist with business moves, changes, and IT projects
• Maintain compliance with IT governance, security, and company standards
• Ensure IT equipment is clean, functional, and compliant with HSE requirements
• Contribute to documentation, SOPs, and knowledge transfer within the IT team
• Work collaboratively with internal stakeholders and external service providers
• Deliver professional, customer‑focused support at all times

Skills and Experience

JOB – RELATED REQUIREMENTS

Qualifications:

• Grade 12 (Matric)
• Diploma or certification in Information Technology or related field

Experience:

• Minimum 2–4 years’ experience in an IT Support / Desktop Support / Technical Support role
• Experience working with IT ticketing systems and SLA‑driven environments

Required Knowledge:

• Windows operating systems and Microsoft 365
• Active Directory (basic administration)
• Desktop and end‑user hardware support
• Printers and peripheral devices
• Basic networking (LAN, cabling, Wi‑Fi, switches)
• IT governance and security principles

Required Skills:

• Strong troubleshooting and problem‑solving skills
• Excellent communication (verbal and written)
• Customer‑service orientation
• Time management and ability to handle multiple priorities
• Accurate logging, reporting, and documentation skills

Other

Required Competencies:

• Communication: Clear, professional interaction with users at all levels
• Problem‑Solving: Proactive and solution‑focused approach
• Attention to Detail: Accurate diagnosis and documentation of issues
• Adaptability: Ability to perform in a fast‑paced operational environment
• Teamwork: Works collaboratively within a national IT team
• Accountability: Takes ownership of incidents through to resolution

Job Reference: RTT77131