IT Support Specialist

Key Responsibilities

• Act as the first point of contact for client IT support requests, logging, triaging, and resolving incidents via phone, email, and our ticketing system.
• Provide 1st line support across desktops, laptops, mobile devices, printers, and general network connectivity issues.
• Administer and support Microsoft 365 environments, including user accounts, mailboxes, Teams, SharePoint, and license management.
• Ensure tickets are resolved within agreed SLAs, keeping clients informed of progress at every stage.
• Identify when issues need escalating to 2nd/3rd line or specialist teams, and provide clear, thorough handover notes.
• Spot recurring issues that may indicate an underlying problem and flag them for deeper investigation.
• Build strong working relationships with our clients, developing familiarity with their environments over time.
• Maintain accurate documentation of fixes, configurations, and client environments in our internal knowledge base.
• Support basic networking and infrastructure tasks, including user setup, password resets, and access management.
• Uphold Liyatech's standards around information security, data protection, and client confidentiality in everything you do.
• Undertake any other duties as reasonably requested.

What we're looking for

This is a true entry-level role — we don't expect you to arrive with all the answers. What matters most is the right mindset: someone who is genuinely curious, takes ownership of their work, and wants to grow. Beyond that, we're looking for someone who brings:

• A genuine interest in technology and how it supports the people and businesses that use it
• Strong communication skills — clear, friendly, and professional whether written or verbal
• Good organisational skills and a proactive approach to managing your own workload
• A collaborative approach — you work well with others and ask for help when you need it
• Reliability and ownership — you follow through on commitments and keep people informed
• Calm under pressure — you can prioritise effectively when things get busy

It would be a bonus, but is not essential, if you also have:

• Previous experience providing IT support at 1st line level, or in a similar service desk environment
• Familiarity with Microsoft technologies, including M365 or Azure
• Basic experience with Microsoft Exchange administration
• An interest in pursuing Microsoft certifications (we'll support you to get there)

Qualifications

To be considered for this role, you'll need:

• A Matric / National Senior Certificate (Grade 12)
• A relevant IT qualification or certification (e.g. Diploma/degree in Information Technology)
• 1+ years of experience in 1st Line Support or equivalent IT support role

Advantageous:

• Microsoft certifications or progress towards them
• Experience with Microsoft 365 administration
• Experience with IT ticketing systems and remote support tools

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