Kim Symons
IT Support Technician
Cape Town
Summary
Professional in IT support, prepared to tackle complex technical challenges. Proven ability to diagnose and resolve software and hardware issues, enhancing user productivity. Strong focus on team collaboration and adaptability to meet changing IT needs, leveraging technical skills and reliable work ethic.
Let's connect if you're looking for a committed problem solver who bridges the gap between tech and human experience.
Overview
18
18
years of professional experience
2
2
Languages
Work History
IT Support Technician
Super Group (SGHC)
02.2019 - Current
- Monitored system performance and escalated to L3 support.
- Assisted with onboarding and offboarding processes.
- Delivered first-line support for software, hardware, and network issues.
- Managed user accounts, permissions, and group policies via Active Directory.
- Managed account setup, device management, application deployments, policy configurations and troubleshooting via Microsoft Azure Entra and Azure Intune.
- Deployed and maintained software via Patch My PC.
- Contributed to technical documentation and internal knowledge base development.
- Collaborated with IT Asset Management teams to optimize cross-functionally operations.
- Collaborated with 3rd party vendors with POS hardware and software setups.
Service Desk Agent
Sanlam
06.2011 - 05.2018
- Delivered first-line support for hardware and software issues.
- Provided support to and stood in for Senior Incident Managers and coordinated with NOC teams to resolve high-priority incidents.
- Trained and mentored new service desk agents on SOPs and customer service protocols.
- Contributed to technical documentation and improving customer service initiatives.
Data Call Center Consultant & Team Leader
Vodacom
02.2008 - 04.2011
- Managed escalated calls and delivered high-quality customer service.
- Documented best practices and common resolution procedures.
- Hands on training with new agents, upskilling them in customer service, account queries and basic IT troubleshooting.
- Led a team of call center agents, driving productivity and implementing performance plans.
- Evaluating customer service calls to ensure high service standards were being met and maintained.
Education
National Diploma - Information Technology
Cape Career Training College
12.2007
Skills
Remote support
Active Directory management
Technical troubleshooting
Software deployment
Mobile device management
Asset management
Incident management
ITIL processes
User support
Desktop support
Operating system support
Ticket management
Timeline
IT Support Technician
Super Group (SGHC)
02.2019 - Current
Service Desk Agent
Sanlam
06.2011 - 05.2018
Data Call Center Consultant & Team Leader
Vodacom
02.2008 - 04.2011
National Diploma - Information Technology
Cape Career Training College
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