1st Line IT Support

SHEilds Ltd provide professional educational training courses online to customers across the globe. IT support is a key role within the company, and we are looking for a dynamic person with a range of IT skills.

This is a first-line IT support position, primarily responsible for maintaining our day-to-day IT support requirements for both employees and customers. You will work alongside our existing team of IT support professionals. Additional responsibilities may be assigned as required by the company, with opportunities to assist on company projects during quieter periods.

Office base : In-Person Roodepoort Office

Principle Duties/Tasks and responsibilities include:

• Provide first-line support to our customers throughout their eLearning journey (via email, telephone, live chat, and other systems).
• Deliver first-line IT support to fellow employees in our global offices (UK, Dubai, South Africa), including basic software and hardware troubleshooting; and installation.
• Assist with website content updates and basic publishing.
• Support the creation of simple graphics and media for online publication.
• Support users with our Learning Management Systems (LMS), including basic troubleshooting and user management.
• Assist with Customer Relationship Management system (CRM) tasks, such as user support and workflow guidance, and data entry.
• Support configuration and management of products and users on our online CMS environments.
• Assist with online booking software to support students throughout the booking and interview process.
• Escalate complex or unresolved issues to second-line support or relevant specialists.
• Maintain accurate records of support requests and solutions.
• An enthusiastic and driven character.
• Strong and confident communication skills.
• Fluent English (written and spoken).
• The ability to work within deadlines and prioritise tasks.
• Commitment to ongoing learning to improve existing skill sets.

Additional duties

From time to time the post holder will be asked to undertake other duties commensurate with their work activities and abilities. Some of these duties may be time sensitive and deadlines are expected to be met; where difficulties are encountered, recommendations for solution options should be sourced to meet deadlines.

Quality

To ensure that our QMS is developed and implemented in all departments effectively.

Customer Care

To ensure that clients are satisfied with the service that we provide and that complaints are dealt with effectively

Resources

Staff, PC, telephone communications, SHEilds website and other internet-based sites, email and administration support.

The ideal candidate will have:

• Experience with learning management systems.
• Experience in a previous IT support or helpdesk role.
• Experience providing remote OS and software support including hardware diagnostics.
• Familiarity with Microsoft Entra ID and Microsoft 365 services (Exchange, Intune, SharePoint, Teams).
• Strong design skills including graphics and web design.
• Additional programming skills in PHP, JavaScript, etc.
• An understanding of databases, i.e. MySQL.
• Microsoft Certified Professional (MCP) or other IT qualifications.
• Fluent in a second language.

Essential requirements:

• High computer literacy and troubleshooting skills.
• Highly competent with Microsoft Office software.
• Advanced knowledge of Microsoft Windows operating systems.
• General understanding of web technologies and internet systems.
• Previous experience in a customer support capacity.
• Comfortable producing and editing HTML and CSS.
• Strong documentation and record-keeping skills.

Salary : R15 000.00 +

Training

The post holder will be provided with training. The post holder will be expected to achieve a Level 2 qualification in health and safety and keep up to date his/her knowledge relating to the job description. The post holder is expected to successfully complete online learning courses to ensure they are competent with company systems.

Authority

The post holder will report to the Senior IT Support staff member in the first instance and then IT Director.

Sick Leave and Holiday

As per South African Labor Law

Probationary Period

Your employment will be probationary for the first three months. SHEilds reserve the right to extend your probationary period should this be considered necessary. Further performance reviews and annual appraisal will take place at arranged intervals or where necessary.

Kindly send your CV to ***email_hidden***