SENIOR ICT DESKTOP & LAN TECHNICIAN

JOB ADVERT: SENIOR ICT DESKTOP & LAN TECHNICIAN

Position: Senior ICT Desktop & LAN Technician
Location: Johannesburg
Employment Type: 18-Month Contract
Start Date: ASAP

Overview

We are seeking an experienced and technically strong Senior ICT Desktop & LAN Technician to join our technical support team.

The successful candidate will provide senior-level 2nd-line and escalation support across desktop, end-user computing and LAN environments. The role requires strong troubleshooting capability, the ability to work independently, provide technical guidance to junior technicians, and take ownership of complex incidents through to resolution.

The successful candidate will also support site-based operations, after-hours/standby requirements and critical operational incidents, where required.

Key Responsibilities

• Provide advanced 2nd-line desktop and technical support for hardware, software, printers, mobile devices and enterprise applications.
• Act as a technical escalation point for complex incidents that cannot be resolved by the Service Desk or junior technicians.
• Install, configure, maintain and troubleshoot desktops, laptops, peripherals and operating systems.
• Provide LAN support, including patching, switch port configuration, connectivity troubleshooting and basic network fault finding.
• Troubleshoot network connectivity issues involving TCP/IP, DNS, DHCP, VLANs, Wi-Fi and related infrastructure.
• Support Microsoft 365, Active Directory and standard enterprise applications.
• Perform preventative maintenance and proactively identify potential desktop, network and infrastructure issues.
• Support equipment rollouts, upgrades, migrations and small-scale infrastructure projects.
• Assist with the onboarding and configuration of new users and equipment.
• Provide technical guidance, coaching and knowledge transfer to junior Desktop Technicians and Service Desk analysts.
• Develop and maintain technical documentation, troubleshooting guides and Knowledge Base articles.
• Ensure incidents and service requests are accurately logged, updated and resolved within agreed SLA requirements.
• Investigate recurring incidents and contribute to Problem Management and permanent resolution.
• Work closely with the Service Desk, Service Delivery Manager and other technical teams to ensure effective incident resolution and service delivery.
• Provide standby and after-hours technical support when required.
• Travel to client/site locations when required to resolve critical technical incidents.
• Support critical operational systems and infrastructure where required, including time-sensitive site incidents.
• Ensure adherence to ICT policies, security standards, change management and operational procedures.
• Maintain a high standard of customer service and professional communication with users and stakeholders.

Minimum Requirements

• Diploma or Degree in ICT, Computer Science, Information Systems or a related qualification.
• 5+ years' experience in desktop support, end-user computing and LAN troubleshooting.
• Proven experience working in a senior desktop support or technical escalation role.
• Strong knowledge of Windows 10/11, Microsoft 365 and Active Directory.
• Strong understanding of TCP/IP, DNS, DHCP, VLANs and general networking principles.
• Practical experience with routers, switches, Wi-Fi, network patching and patch cabinets.
• Strong hardware and software troubleshooting capability.
• Experience supporting enterprise users in a fast-paced environment.
• Experience working with IT Service Management/ITIL processes and SLA-driven support environments.
• Experience with ticketing/service management tools.
• Valid driver's licence essential/advantageous where site travel is required.
• Willingness to participate in standby and after-hours support.
• Ability and willingness to travel to client sites when required.

Senior-Level Competencies

The successful candidate should demonstrate:

• Advanced troubleshooting and analytical skills.
• Ability to independently diagnose and resolve complex technical problems.
• Strong escalation and incident management capability.
• Ability to prioritise incidents based on business and operational impact.
• Strong understanding of ITIL and service management principles.
• Excellent communication and customer service skills.
• Ability to mentor and support junior technical staff.
• Strong documentation and knowledge-sharing capability.
• Ability to work independently with minimal supervision.
• Strong ownership and accountability for technical issues.
• Proactive approach to identifying and resolving recurring problems.
• High level of professionalism, reliability and integrity.
• Ability to remain calm and effective under pressure.
• Flexibility to support after-hours, standby and urgent site incidents.

How to Apply
Interested candidates should submit a detailed CV and relevant certifications to: jobs@shengelatech.co.za.

Work Location: In person