NKABINDE NHLOSO SIPHAMANDLA
IT Support Technician
Kempton Park
Summary
Results-driven IT professional with a strong background in technical support, customer service, and logistics. Expertise in troubleshooting, software installation, and network management enhances IT support functions and streamlines processes. Committed to delivering high-quality service and fostering positive client relationships to improve operational efficiency.
Overview
13
13
years of professional experience
2
2
Languages
Work History
IT Technician BPO Offshore
NutunCX
Johannesburg
09.2025 - Current
- Provide first-line and second-line technical support to users (onsite)
- Troubleshoot hardware, software, and network-related issues.
- Support Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.).
- Prepare and deploy laptops, desktops, and peripherals for new and existing staff.
- Perform imaging, configuration, and domain joining of devices.
- Diagnose and repair faulty hardware or escalate to vendors where necessary.
- Install and configure business applications (e.g., Microsoft Office, security tools such as Sophos).
- Ensure systems are updated with the latest patches and antivirus definitions.
- Support and maintain campaign-specific systems and software tools.
- Assist with VPN access and remote desktop connectivity.
- Enforce compliance with IT security policies and standards.
- Assist with content management platforms (e.g., Dominate).
- Coordinate IT requirements for new campaigns, including hardware, connectivity, and licensing.
- Log, manage, and resolve support tickets within SLA timelines.
- Escalate unresolved or complex issues to relevant teams or vendors.
- Provide timely feedback and updates to users and stakeholders.
- Work closely with internal departments such as Facilities, Operations, and Management.
- Support IT-related projects, including rollouts, upgrades, and deployments.
- Coordinate with external vendors and service providers when required.
IT Technician
Nutun
Johannesburg
05.2022 - Current
- Provide first-line IT support to end-users across multiple campaigns and departments
- Diagnose and resolve hardware, software, and network issues efficiently
- Handle user requests and incidents via ticketing systems within SLA timelines
- Support remote users using Remote Desktop tools
- Configure, image, and deploy laptops and desktops
- Perform domain joining and system setup for new users
- Replace and upgrade faulty hardware components (HDDs, RAM, peripherals)
- Manage user accounts in Active Directory (create, reset passwords, permissions)
- Provide support for Microsoft 365 (Outlook, Teams, OneDrive)
- Troubleshoot email, login, and access-related issues
- Assist with basic network troubleshooting (LAN/Wi-Fi connectivity issues)
- Escalate complex network issues to senior IT teams when required
- Install, configure, and update software (Office apps, antivirus like Sophos)
- Ensure all devices meet company security standards
- Assist with IT projects such as hardware rollouts and campaign setups
- Support digital signage systems and screen deployments across floors
- Coordinate with Facilities and other departments on IT-related
- Deliver professional and timely support to all users
- Communicate effectively with non-technical staff
- Work closely with internal teams to ensure smooth IT operations
- Diagnosed and resolved hardware and software issues, enhancing system performance.
Customer Service Coordinator
Abbott Laboratories (Logistics & Pharmaceuticals)
Johannesburg
01.2018 - 10.2018
- Process and manage customer orders accurately within ERP/CRM systems, ensuring timely and compliant fulfillment
- Capture, verify, and update order details including product codes, quantities, pricing, and delivery schedules
- Monitor order progress from placement to delivery and proactively resolve delays or issues
- Act as the primary point of contact for customer queries related to orders, deliveries, and product availability
- Provide timely updates on order status, shipment tracking, and backorders
- Build strong relationships with healthcare clients by delivering professional and responsive service
- Liaise with internal departments such as supply chain, warehouse, logistics, and finance
- Coordinate with distribution teams to ensure accurate and timely deliveries
- Follow up on urgent or critical healthcare orders to ensure patient-impacting deliveries are prioritized
- Investigate and resolve order discrepancies, delivery issues, and billing queries
- Escalate complex or urgent matters to relevant stakeholders for resolution
- Meet KPIs such as order accuracy, turnaround time, and customer satisfaction
- Manage high-volume order environments while maintaining attention to detail
Customer Service Agent
DSV Global Transport And Logistics (Healthcare)
Johannesburg
04.2016 - 07.2017
- Process and manage customer orders accurately within the system, ensuring timely fulfillment
- Capture, validate, and update order details (quantities, delivery dates, product codes)
- Monitor order status from placement to delivery and resolve any delays proactively
- Serve as the primary contact for customer order queries via phone, email, and internal systems
- Resolve customer issues related to orders, deliveries, and stock discrepancies
- Ensure all orders comply with healthcare industry regulations and company standards
- Handle sensitive medical or pharmaceutical products with accuracy and attention to detail
- Maintain strict adherence to data protection and confidentiality policies
- Liaise with warehouse, logistics, and distribution teams to ensure stock availability
- Coordinate with transport teams to ensure timely and accurate deliveries
- Follow up on backorders, shortages, and urgent healthcare deliveries
- Identify and resolve order discrepancies, pricing issues, and delivery errors
- Escalate critical or complex issues to supervisors or relevant departments
- Manage high-volume order processing while maintaining accuracy
- Continuously improve processes to enhance efficiency and service delivery
Customer Service Representative
Samsung (Electronics)
Johannesburg
09.2013 - 03.2016
- Handle high volumes of inbound and outbound customer interactions via phone, email, and chat
- Deliver high-quality customer service aligned with Samsung standards
- Troubleshot and resolved technical issues on phones, laptops, and printers, minimizing downtime and enhancing performance
- Troubleshoot and resolve technical issues on phones, laptops, and printers to ensure minimal downtime and optimal performance
- Managed and tracked queries from initiation to resolution, consistently meeting SLA timelines
- Manage and track queries from initiation to resolution within SLA timelines
- Monitor and follow up on repairs, warranty claims, and service requests
- Maintain in-depth knowledge of Samsung products, services, and troubleshooting processes
- Meet and exceed key performance metrics (SLA, resolution time, customer satisfaction)
- Handle escalations and difficult customers with professionalism and empathy
- Collaborate with internal teams to ensure smooth resolution of customer issues
- Escalate complex technical issues to relevant departments (technical teams, repairs, logistics)
- Identified recurring issues and recommended process improvements or automation solutions, driving efficiency in customer support
Education
Course - Networking Specialist (Azure Administrator, A+ & N+)
Boston City Campus
Sandton Parkmore12-2026
National Diploma - Information Technology
The University Of South Africa (UNISA)
Pretoria Sunnyside04-2022
National Senior Certificate -
Sir Pierre Van Ryneveld High School
Kempton Park, South Africa12-2007
Skills
IT support skills
System Troubleshooting
Network troubleshooting
Hardware installation
Analytical problem-solving
Customer Service Skills
Accomplishments
Recognised as Outstanding IT Technician (Q1, 2026) for exceptional performance and consistent delivery of IT support service
Timeline
IT Technician BPO Offshore
NutunCX
09.2025 - Current
IT Technician
Nutun
05.2022 - Current
Customer Service Coordinator
Abbott Laboratories (Logistics & Pharmaceuticals)
01.2018 - 10.2018
Customer Service Agent
DSV Global Transport And Logistics (Healthcare)
04.2016 - 07.2017
Customer Service Representative
Samsung (Electronics)
09.2013 - 03.2016
Course - Networking Specialist (Azure Administrator, A+ & N+)
Boston City Campus
National Diploma - Information Technology
The University Of South Africa (UNISA)
National Senior Certificate -
Sir Pierre Van Ryneveld High School