Senior IT Technician

Duties and Responsibilities

IT Support and Incident Management

• Provide second and third-line support for desktop, laptop, mobile, network, and business application issues.
• Diagnose and resolve complex incidents and service requests within agreed service level targets.
• Perform advanced troubleshooting and root cause analysis of recurring technical issues.
• Escalate major incidents where appropriate and assist in restoring normal service operations.
• Support Service Desk teams with the resolution of complex or high-impact incidents.

End-User Support and Enablement

• Deliver professional desktop support services to end users across the business.
• Conduct onboarding and orientation sessions for new employees regarding company technology platforms and services.
• Provide individual user training and guidance on Microsoft 365 and other supported technologies.
• Offer recommendations and guidance on effective use of available technology solutions.
• Ensure exceptional customer service and a positive user experience.

Infrastructure and Systems Support

• Support and maintain Microsoft Windows operating systems, Microsoft 365 services, Active Directory, and networking technologies.
• Provide support for:
• Microsoft Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• LAN, WAN, VPN and Wi-Fi environments
• Video conferencing platforms
• Printers and peripheral devices
• iOS and Android mobile devices

Asset and Configuration Management

• Maintain accurate inventory records of hardware, software, technology assets, and licenses.
• Ensure assets are deployed, tracked, and maintained according to company standards.
• Assist with hardware refreshes, installations, upgrades, and relocations.

Continuous Improvement

• Analyse incident trends and documented resolutions to identify opportunities for service improvement.
• Alert management to emerging issues, risks, and recurring operational trends.
• Identify opportunities to improve system reliability, service efficiency, and user satisfaction.
• Promote IT service management best practices and adherence to standard operating procedures.

Documentation and Knowledge Management

• Create and maintain technical documentation, support procedures, and knowledge base articles.
• Document solutions, workarounds, and lessons learned to improve support efficiency.
• Ensure documentation remains current and aligned with operational processes.

Project Participation

• Participate in IT infrastructure, technology refresh, and digital transformation initiatives.
• Support project implementation activities, testing, deployment, and post-implementation support.
• Collaborate with internal teams and vendors to ensure successful delivery of technology projects.

Qualifications and Experience

Minimum Qualifications

• Grade 12 (Matric)
• IT Diploma/Degree
• ITIL Foundation Certification
• Microsoft Certification or equivalent technical qualification

Experience

• Minimum 5 years' experience in an IT technical support environment.
• Demonstrated experience providing second and third-line support.
• Experience working in an ITIL-driven service management environment.

Skills, Knowledge and Competencies

Core Technologies

• Microsoft Windows 11
• Microsoft Office and Microsoft 365
• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Active Directory
• Netdocs
• Patricia

Networking

• LAN, WAN and VPN technologies
• Wi-Fi infrastructure
• TCP/IP networking fundamentals

Endpoint and Collaboration Technologies

• Desktop and laptop hardware support
• Printer support and configuration
• Mobile device support (iPhone and Android)
• Video conferencing and collaboration technologies

Competencies:

Technical Competencies

• Advanced troubleshooting and diagnostic skills
• Cloud administration exposure (Azure AD / Entra ID).
• Cybersecurity awareness and endpoint security support.
• ITSM platform experience
• Strong analytical and problem-solving capability
• Root cause analysis
• Technical documentation and knowledge management
• Asset and inventory management