User Support Technician at NRF National Research Foundation

About the position

Postion Summary:
iThemba LABS seeks to appoint a User Support Technician to provide standard and advanced support services to users on desktop incidents and service requests.

The incumbent will provide efficient and professional IT user support services, ensuring timely resolution of incidents and service requests, and maintaining high availability of IT systems supporting research, engineering, and operational environments.

Key Responsibilities:

• Provide first- and second-line technical support for hardware, software, and network issues
• Log, track, and resolve incidents via the service desk system (SLA-driven)
• Install, configure, and support desktop systems, applications, and user accounts
• Support LAN/Wi-Fi infrastructure and escalate complex issues appropriately
• Maintain accurate IT asset inventory and configuration documentation
• Ensure compliance with cybersecurity policies (POPIA, ISO, NRF standards)
• Support user onboarding/offboarding, access control, and permissions
• Assist with system audits, security monitoring, and compliance reporting
• Provide user guidance, training, and knowledge sharing

Key Requirements:

Qualification:

• NQF Level 6 in Information Technology or related field

Experience:

• Minimum 2 years' IT support experience (hardware, software, networking)
• At least 1 year customer-facing support experience
• Experience in Windows environments (Active Directory)
• Exposure to Linux environments advantageous
• Experience with incident/problem management systems

Knowledge:

• MCSA / Microsoft Certifications
• Linux+
• Network+
• Security+
• ITIL Foundation

Additional Notes:

• Strong problem-solving and analytical ability
• Customer-focused with a service delivery mindset
• Ability to work in a technical/scientific environment
• High attention to detail and time management
• Effective communication and teamwork skills

The NRF website provides more details on the initiatives and activities

Applicants should submit a comprehensive CV by registering and apply online through the NRF Recruitment and Selection Portal. Applications should be accompanied by a letter of motivation indicating the applicants suitability for the position. The names and contact details of at least three referees should be provided.

Desired Skills:

• Provide IT user support
• Support LAN/Wi-Fi infrastructure

About The Employer:

The National Research Foundation (NRF) supports and promotes research and human capital development through funding, the provision of National Research Facilities and science outreach platforms and programmes to the broader community in all fields of science and technology, including natural sciences, engineering, social sciences and humanities.

iThemba LABS is Africa's leading research facility for accelerator-based science that is committed to advance knowledge, transform lives and inspire the nation. We do this through probing fundamental aspects of nuclear structure, investigating the origins of matter, and advancing humanity's understanding of condensed matter. We have a direct societal impact through the provision of radioisotopes for the health sector and isotope analysis for the environmental sector.