• Troubleshoot and resolve complex end-user issues across hardware, software, and network domains. • Administer and support enterprise systems such as Active Directory, Microsoft 365, and endpoint management tools (e.g., Intune, SCCM). • Perform root cause analysis for recurring incidents and recommend long-term solutions. • Support and maintain endpoint security solutions including antivirus, encryption, and vulnerability management. • Provide Level 2 support for escalated technical issues and coordinate with infrastructure and application teams. • Participate in system upgrades, patch management, and software deployments. • Service Management • Ensure resolution of incidents and service requests within agreed timelines. • Maintain and monitor SLAs for end-user support services. • Document and improve end-to-end service management processes. • Collaborate with infrastructure and application teams support to ensure system uptime and user satisfaction. • Support the implementation of IT changes that require end user support. • Risk, Governance and Regulatory • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role. • Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes. • People Development • Continuously assess personal training needs and contribute to the creation and execution of development plans that enhance technical and service capabilities. • Engage in performance review discussions, offering constructive feedback and seeking input to support mutual growth and improvement. • Support team operational continuity by participating in leave planning and ensuring adequate coverage for business-as-usual activities. • Actively share knowledge and provide mentorship to junior team members to foster a collaborative and skilled support environment

• A bachelor’s degree, preferably BSc (Computing /IT), or any other equivalent • Subject Matter Expert Qualifications • Minimum 3 years’ hands-on experience in IT support, service management, or technical operations within a corporate environment. • Knowledge & Skills: • Operating Systems Support (Windows, MacOS) • Hardware Troubleshooting (PCs, laptops, printers, mobile devices) • Software Installation & Configuration (Microsoft 365, browsers, business applications) • Network Fundamentals (Basic LAN/WAN, Wi-Fi troubleshooting) • Active Directory Management • Remote Support Tools (e.g., Teams, SCCM, Remote Desktop) • Ticketing Systems (e.g., ServiceNow) • Endpoint Security (antivirus, encryption, patching) • ITIL Foundation Knowledge (incident, problem, change management) • Incident Diagnosis & Resolution • Prioritization of Issues • Documentation of Solutions & Workarounds • Communication & Interpersonal Skills • Empathy and Patience • Understanding of Business Processes • Keeping Up with IT Trends • Education • Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)