Help Desk/IT Support Officer

About the role

The IT Help Desk/Support Officer will provide responsive, customer‑focused technical assistance across Redpath Mining’s operations. The role involves troubleshooting, on‑site support, system upgrades and participation in IT projects while collaborating with local and global IT teams.

Key responsibilities

• Respond to and resolve Level 1 and Level 2 helpdesk incidents and service requests.
• Investigate, troubleshoot and resolve complex technical issues across multiple technology streams.
• Install, rebuild and configure computers, hardware, peripherals, applications and related services.
• Support Microsoft 365 environments, user accounts, security permissions and applications.
• Deploy and support mobile devices (Android and iOS) and perform site visits for rollouts, upgrades and general IT support.

Required profile

• Minimum 4 years experience in a Level 1/2 IT Helpdesk or Technical Support role within a medium to large enterprise.
• Proven experience administering Microsoft 365 (Entra, Intune, Exchange Online, Admin portal).
• Strong customer service, stakeholder management and ability to work both autonomously and collaboratively.

Required skills

• Microsoft 365 administration (Entra, Intune, Exchange Online).
• Mobile device management for Android and iOS.
• ITSM platform experience (e.g., ServiceNow).
• Windows Server administration.
• Virtualisation (VMware).
• Network equipment knowledge (Juniper, Nuclias/D‑Link).