Given Magagane
IT Support Technician
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About
IT Support Technician with 5+ years of first- and second-line technical support experience across enterprise, franchise, and retail environments. Skilled in diagnosing and resolving desktop, laptop, printer, and network issues, installing and configuring operating systems and business applications, and managing user accounts, permissions, and access controls. Deep hands-on experience supporting Microsoft 365, Outlook, Teams, and SharePoint environments, alongside hardware deployment, asset management, and IT service desk documentation.
Comfortable performing software updates, patches, and system maintenance, with a strong cybersecurity foundation backed by Microsoft security certifications (AZ-500, SC-200). Holds relevant IT qualifications (NQF 6 Database Administration, NQF 5 Systems Support) and is committed to ensuring business continuity through efficient, proactive technical support.
Experience
IT Field Technician - Altron Managed Solutions - South Africa
(2019-08 - 2023-08)
Provided 1st and 2nd line technical support to enterprise clients, diagnosing and resolving desktop, laptop, printer, and network issues within SLA timelines.
- Installed, configured, and maintained operating systems and business applications, including major rollouts (ABSA & Nedbank PC Core Refresh, Pepkor Windows 10 Rollout, MassMart SAP/MOATS Conversion, Pick n Pay Windows 10 Upgrade).
- Managed user accounts, permissions, and access controls across Active Directory and Microsoft 365 environments, supporting Exchange, Outlook, Teams, OneDrive, and SharePoint.
- Assisted with hardware deployment and asset management, including PC imaging via SCCM and Clonezilla, and maintained ICT asset registers across client sites.
- Troubleshot connectivity and network performance issues (Wi-Fi, VPN, LAN) across distributed client sites, minimising downtime and ensuring business continuity.
- Escalated complex technical incidents to specialist teams when necessary, and maintained accurate IT service desk records and documentation throughout resolution.
- Performed software updates, patches, and system maintenance, and applied antivirus and endpoint protection measures to safeguard client environments.
- Collaborated with vendors and third-party service providers to coordinate equipment repairs, replacements, and technical escalations.
IT Support Technician - Tekkie Town – Pepkor - Polokwane, South Africa
(2023-09 - 2024-08)
Delivered 1st and 2nd line multi-channel support to 1,500+ users across 400+ franchise and retail sites, resolving desktop, network, and connectivity incidents within SLA.
- Administered Microsoft 365 and Entra ID (Azure AD) — managing user accounts, mailbox configurations, access permissions, password resets, and MFA setup across 43 field locations.
- Troubleshot connectivity and network performance issues, including VPN and Wi-Fi faults, across remote store locations.
- Performed software updates, patches, and system maintenance, applying RMM tooling and antivirus updates to support cybersecurity initiatives and endpoint protection.
- Maintained accurate IT service desk records, asset registers, and device inventories across all sites, coordinating hardware replacements and repairs.
- Escalated unresolved or complex technical incidents to senior engineers and vendors with full documentation, ensuring continuity and clear communication throughout resolution.
Data Coordinator - Arrow Marketing and Sales - Remote, South Africa
(2024-09 - 2024-11)
Managed data integrity and accuracy across multiple platforms, ensuring compliance with internal data security policies and supporting team reporting and decision-making.
- Generated CRM reports and performance dashboards to deliver real-time business visibility to stakeholders.
Education
Information Technology – Database Administration - Database Administration - CTU Training Solutions (2015 - 2015)
Information Technology – Systems Support - Systems Support - CTU Training Solutions (2014 - 2014)
Microsoft Skills Development: Cybersecurity - Cybersecurity - Motse Innovation Centre (2025 - 2025)
National Senior Certificate - General - St Bede Secondary School (2013 - 2013)
