IT Technician

At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

We are looking for a dependable and solutions-oriented IT Technician to join our internal IT team. This role involves providing technical support to our internal users, maintaining internal IT infrastructure, and contributing to IT projects. Beyond technical know-how, the ideal candidate will bring strong communication skills, a collaborative attitude, and a commitment to delivering excellent service.

Key Responsibilities:

• Provide first line support for hardware, software related problems

• Troubleshoot and resolve issues with desktops, laptops, mobile devices, and peripheral equipment and network related problems

• Assist in the installation, configuration, and maintenance of operating systems and applications

• Provide first line support on company-wide services such as Google Workspace, JIRA, and others

• Collaborate and support IT Administrators with infrastructure upgrades and security enhancements

• Maintain accurate documentation of IT processes, systems, and asset inventory

• Deliver user training and guidance on technology best practices

• Ensure compliance with IT policies, standards, and security protocols

• Facilitate the onboarding and offboarding of staff
  
  

Technical Qualifications:

• Diploma in Information Technology, Computer Science, or a related field, or equivalent working experience

• 2–4 years of IT support experience in a corporate or enterprise environment

• Proficiency in Windows operating systems, MacOS, basic networking, and hardware maintenance

• Familiarity with LDAP, group policies and antivirus software will be an advantage

• Candidates with relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are welcomed
  
  

Non-Technical Attributes:

• Strong Communication Skills: Able to clearly explain technical issues to non-technical users

• Customer-Oriented Mindset: Friendly, patient, and committed to providing a positive support experience

• Problem-Solving Ability: Analytical and resourceful in identifying and resolving issues efficiently

• Team Player: Works well within a collaborative environment, supporting colleagues and sharing knowledge

• Time Management: Able to prioritise tasks and manage their time effectively 

• Adaptability: Comfortable with change and open to learning new systems and technologies

• Attention to Detail: Thorough in documentation, troubleshooting, and follow-up - follows a ‘first time right’ approach

• Accountability: Takes ownership of tasks, follows through on commitments, and maintains confidentiality and professionalism
  
  

Working Environment:

• May require occasional local travel 

• Some physical work including lifting and installing IT equipment and working at heights

• Flexible office hours based on business requirements

• After-hours standby on a rotational basis