IT Support Technician

Job description

IT Support Technician

Location: George, South Africa

About Pacific International Insurance

Pacific International Insurance has been helping Australians protect what matters for over 20 years. Backed by the global strength of Badger International, an insurance organisation with international interests, Pacific delivers trusted, quality insurance products across Australia and New Zealand, with full international endorsement. As an Australasian insurance underwriting company, Pacific offers a range of personal and business insurance solutions across various brands.

Pacific's business philosophy is to provide soft landings through all interactions with partners, customers, community, staff, and the broader industry, and this commitment sits at the core of every product we build and every service we deliver.  This is a business that values analytical rigour, commercial integrity, and people who want to do meaningful work in a collaborative, high-output environment.

About the role

We are looking for a proactive and customer-focused IT Support Technician to join our IT team. This role is responsible for delivering high-quality technical support and ensuring the smooth operation of IT systems across the organisation, providing frontline support to staff located in Australia, New Zealand, and South Africa.

Operating in a dynamic and fast-paced setting, you will manage helpdesk requests, support hardware and software deployments, and assist with IT infrastructure and projects. Reporting to the IT Manager in Australia, this role offers exposure to enterprise-level technologies including Microsoft 365, endpoint management, networking, and telephony systems.

Key responsibilities:

User support and service delivery

• Provide level 1 and basic level 2 technical support (onsite and remote) to approximately 180 users across Australia, New Zealand, and South Africa.
• Manage and resolve incidents and service requests via the IT ticketing system in line with defined SLAs.
• Escalate complex issues to level 2/3 support as required.

Systems and asset management

• Deploy, configure, and support hardware and software for end users.
• Maintain IT asset inventory and lifecycle records.
• Support software deployment and patch management.

Technical operations

• Monitor IT systems and escalate alerts or issues as needed.
• Support the maintenance of network, telephony, and remote access systems.
• Engage with vendors for hardware and software support as required.

Security and compliance

• Assist in maintaining IT security standards and ensuring compliance with internal policies and regulatory requirements.

Documentation and projects

• Maintain up-to-date documentation for IT systems, processes, and configurations.
• Contribute to IT projects and initiatives, including system upgrades and process improvements.

General

• Compliance with all relevant Pacific Policies and Procedures, including specific role level responsibilities.
• Carry out other duties that are within the limit’s skills, competence, training and/or experience as deemed necessary for the successful operation of the organisation.

Where you’ll work:

• This role is an on-site role based in George, South Africa.
• Working hours will be semi-aligned to the Australian time zone: 04:00 to 12:00 SA time. However, these hours may change due to operational requirements.

Why join us?

• Join a company that is purpose-driven, values innovation, integrity, and customer service in the insurance industry.
• Early starts = more free time in the afternoon!
• Exposure to enterprise technologies and professional growth opportunities.
• Be part of a company that operates across three countries, while working from the beautiful George, located in the Garden Route. 

Requirements

• Grade 12/ national senior certificate
• Relevant IT certifications (e.g. CompTIA, MCITP); MCSE or equivalent is advantageous.
• Demonstrated experience/knowledge in the operation and technical support of end user devices, associated peripherals and software.
• Demonstrated experience in enterprise user support environments, with exposure to ticketing systems, endpoint management tools, and ITIL processes.
• Basic knowledge of server technologies (e.g. Active Directory, DNS, DHCP).
• Proficiency in Microsoft Office, Adobe Reader and web browsers.
• Excellent time management skills and the ability to prioritise tasks effectively.
• Strong technical troubleshooting and analytical skills.
• Excellent communication and interpersonal abilities, with the ability to work independently and collaboratively within a distributed team.
• A proactive, adaptable, and customer-focused mindset.
• Excellent attention to detail and commitment to accuracy.
• Commitment to maintaining confidentiality and data security.

Posted on 10 Jul 14:16, Closing date 8 Aug