Watchmaker Genomics is inviting applications for an on-site, full-time position of a Junior IT Support Engineer in our Cape Town office. This position reports to the Director of Global IT and will perform day-to-day service requests resolution, software and hardware incident management, change management, problem identification and resolution, configuration management and end user training activities. Additionally, this position is expected to assist in the creation of new processes, work instructions, infrastructure documentation and knowledge base articles.
The successful candidate will thrive in a dynamic, fast-paced working environment and contribute directly to our company culture and success. This position will offer unique challenges, learning and growth including the opportunity to support a global service desk team.
Responsibilities
User Lifecycle Management (Joiner, Mover, Leaver)
- Onboarding: Create user accounts, provision access, and configure hardware/software. Provide IT orientation and training.
- Role Changes: Adjust access rights, upgrade/reconfigure systems, and document updates.
- Offboarding: Deactivate accounts, recover hardware, and ensure proper documentation.
- Technical Support: Troubleshoot hardware, software, network, and account-related issues.
- System & Security Maintenance: Ensure OS updates, endpoint compliance, and security awareness.
- User Assistance & Training: Provide hands-on support, IT training, and maintain documentation.
- Asset & Inventory Management: Track IT equipment, manage procurement, and maintain software compliance.
- Incident Handling & Escalation: Log and resolve issues efficiently, escalating as needed
- Monitor availability and performance of all IT service portfolio components via
- Service request and incident management framework;
- Problem resolutions guidelines;
- Other monitoring tools;
- Monitor adherence to internal business processes and procedures;
- Perform regular maintenance tasks;
Required Experience
- It is essential that any candidate must have experience in both Apple and Microsoft Windows client operating systems and hardware;
- Experience in monitoring and supporting the use of
- Microsoft Azure Active Directory,
- Microsoft Defender for Endpoint,
- Microsoft Endpoint Management,
- Microsoft Identity and Access administration,
- Microsoft Intune and other administrative tools are required;
- Microsoft Office product range;
- Computer networks, hardware and software systems and programs;
- Excellent organizational skills and outstanding attention to detail;
- The ability to multitask, perform consistently under pressure and work without supervision;
- Strong interpersonal skills and an ability to work as an effective member of a global team;
Preferred Additional Experience
- Experience in multi-national or corporate environments are essential;
- Experience with the ITIL framework and other IT Service management tools;
- Basic understanding of compliance frameworks;
- Training in
- ITIL,
- Google IT Support certificates
- Microsoft Support certificates or similar training/certifications from credible sources;
- Analytical and problem solving skills;
- Effective written, verbal and presentation and listening communications skills;
- Business relationship management;
- Strong teamwork and collaboration skills;
- Stress and Time management.
- Honest and trustworthy;
- Possess cultural awareness and sensitivity;
- Flexible and able to work long hours.
- 3+ years with a degree or diploma in Information Technology/Systems, or equivalent qualification from a recognised tertiary institution in Information Technology user support, MCSE/MCTIP certified or another relevant Information Technology discipline, or
- 5+ years of relevant Information Technology Service Management (ITSM) experience in a production environment with ITIL framework driven processes.
Physical Demands - Successful candidate(s) will have to spend hours between users, office equipment and computers, which can cause fatigue and extended periods of time away from a desk environment. Lifting of computer equipment, supplies and materials will be required from time to time as well as tracing cables in small confined areas.
Environmental Conditions - Successful candidate(s) may have to manage a number of projects at one time, and may be interrupted frequently to meet the needs and requests of end users. The environment can be busy, noisy and the technician(s) will need excellent organizational, time and stress management skills to complete the required tasks.
Mental Demands - Successful candidate(s) deals with a stressful environment as many of the end users are on deadlines and require immediate service delivery or incident resolution. It is also a well connected environment with transactional databases where continuous connectivity must be ensured.
Application Procedure
To apply for the position, please submit the following in PDF format on WMG Careers
- Letter of motivation
- Curriculum vitae, highlighting relevant qualifications and experience
If selected to participate in the interview process, the names and contact information of 3 references who are able to assess your suitability for the position in terms of the specified requirements will be requested.
To ensure your application is considered, please submit it by Friday, 28 March 2025. Please note that this position may close earlier if we receive a high volume of applications. We encourage you to apply as soon as possible.
WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
Watchmaker Genomics is committed to being an equal opportunity employer and creating a culturally diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics as protected by applicable law.
All applicants will be asked if currently eligible to work in South Africa; and if now or in the future will require visa sponsorship to continue working in South Africa.
This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable laws.
