1st Line Desktop Support Engineer (Port Shepstone)

Our client a leading Manufacturing company based in Port Shepstone is looking to fill the position of 1^st Line Desktop Support Engineer.

Purpose of the Role:

The successful incumbent will provide first line IT desktop and network support to all users. The incumbent will be permanently based at a dedicated plant and serve as the first point of contact for any IT related problem that may arise at the plant. The incumbent will also be required to travel inter-branch between other plants within the KZN region at times in order to provide support to end-users applications information and network systems as well as to assist with managing and overseeing the implementation of various projects in alignment with local and Corporate IT.

Key Responsibilities:

First-line IT Support:

• Provide first-line IT and desktop support to all end-users applications information and network systems across all plants and sites.
• First point of contact for any IT-related problem that may arise and assist to resolve issues within the desired SLA.
• Assist with overall management and administration of the local IT service desk for all incident service requests and change requests that may arise.
• Troubleshoot and resolve all IT-related problems within an acceptable timeframe and escalate issues to the 2nd line desktop support engineer or corporate IT should the need arise.
• Assist with all internal line-of-business applications including but not limited to the following:

• Microsoft Windows (Windows 11)
• Microsoft Office Suite (Word PowerPoint Excel Outlook OneNote etc.)
• SAP
• Adobe Reader
• Antivirus
• FortiClient
• VNC
• SCCM
• Zoom MS Teams Tencent Cloud VooV Exmail/QQ Mail
• WeChat WeCom
• Custom in-house software

• Ability to work a flexible schedule and be on call for any IT-related issue that may arise.
• Ability to work overtime and on weekends for IT-related issues that may arise or project work that would need to be delivered.

IT Desktop Support:

• Provide first-line desktop support to all hardware devices and assets where necessary.
• Manage all IT assets inventory lists and fixed asset registers pertaining to the plant.
• Manage the overall lifecycle of all hardware assets in line with purchase warranties and maintenance agreements.
• Adhere to international group-IT standards for hardware and recommended changes where appropriate.
• Ensure maximum uptime and performance of all IT assets and hardware devices.
• Assist with implementation and roll-out of new workstations and laptops during projects and upgrades.
• Assist with tear-down and replacement of failed hardware components when required.

IT Software Support:

• Provide first-line desktop support to all company applications and software.
• Manage and support all Microsoft based applications/software to ensure that security patching and updates are current and up to date (patch management).
• Manage and support all third-party applications/software together with external software vendors third-party service providers as well as corporate IT where necessary.
  • Ensure that there is no illegal software or unlicensed use of applications/software on all company assets where applicable.
  • Protect software and data from security breaches malware and viruses.
  • Assist with software asset management and licensing where necessary.

Network Support:

• Provide first-line network support to all Ethernet switches routers access points and hubs printers MFPs etc.
• Troubleshooting and fault finding of network outages and problems to prevent excessive downtime.
• Replace network hardware network components damaged network points and patch cables when required.
• Proactive monitoring of all connectivity lines and links to ensure adequate uptime.
• Proactive monitoring of all connectivity lines and links to ensure adequate performance latency and throughput.
• Reporting and escalation of connectivity outages and performance issues to external vendors suppliers and internet service providers.
• Ensure that all company network documentation network and topology diagrams are fully updated and current.

IT Security:

• • Ensure that all antivirus installations are fully patched and up to date.
  • Ensure that all IT assets and IT facilities (access control environmental conditions etc.) are safeguarded against security threats.
  • Educate end-users on the IT security risks Phishing Malware and Ransomware etc.
  • Assist to develop necessary policies and procedures to ensure that security is adequately maintained at all times.

IT Administration:

• • Maintain an exceptionally high level of customer service and IT service delivery.
  • Maintain local IT standards in accordance with corporate/international/group-IT standards.
  • Prepare month-end reports and stats.
  • Maintain all IT documentation asset lists fixed asset register inventory lists and network/topology diagrams etc.
  • Liaise closely with the 2nd line desktop support engineer and corporate IT with regards to incidents service requests and change requests that require international approval or assistance.
  • Report any discrepancies and unauthorised changes immediately to the IT manager.
  • Ensure that all IT calls incidents service requests and change requests are resolved within the desired SLA.
  • Maintain system integrity availability and performance 24/7.
  • Ensure that all required systems that are implemented and all new systems that are required for operation are implemented correctly licensed properly and secured adequately for business purposes.
  • Excellent communication interdepartmentally as well as with corporate/international/group-IT.
  • Teamwork - contribute to team effort by accomplishing related results as needed.

Qualifications and Experience:

• Matric/Grade 12
• IT-related Tertiary Qualification
• A N MCSE or similar
• 3-5 years of experience in IT desktop network and application support within a similar role for a large corporate.

Code 08 unendorsed Drivers licence with a reliable vehicle.

If you are interested in applying for this role please send a detailed copy of your CV to

If you have not been contacted within two (2) weeks please consider your application as unsuccessful.