About the position
Job Summary
The Senior Helpdesk Technician provides advanced technical support to end-users, ensuring efficient
resolution of IT-related issues. This role involves mentoring junior technicians, managing escalated tickets
and contributing to system improvement.
Responsibilities
- Serve as the primary escalation point for complex technical issues across hardware, software and network environments.
- Provide Level 2 and Level 3 support for desktops, laptops, mobile devices, printers and peripherals.
- Administer and troubleshoot Microsoft 365, Active Directory and enterprise applications.
- Lead IT projects such as system upgrades, migrations and deployments.
- Monitor and maintain network connectivity and security compliance.
- Develop and maintain documentation, SOPs and knowledge base articles.
- Collaborate with vendors and third-party providers for advanced troubleshooting.
- Analyse recurring issues and recommend process improvements.
- Ensure compliance with IT security standards and company policies.
Qualifications
- Matric and a Diploma or Degree in Information Technology or related field.
- Minimum 8 years in IT support, with proven experience in senior or escalation roles.
- Strong expertise in Windows OS, networking fundamentals and Microsoft 365 administration.
- Proficiency in ITIL practices and ticketing systems.
- Excellent analytical, problem-solving and communication skills.
- Ability to manage multiple priorities and work independently.
Certifications
- CompTIA A+, Network+, Security+
- ITIL Foundation Certification
Job Summary
The Senior Helpdesk Technician provides advanced technical support to end-users, ensuring efficient
resolution of IT-related issues. This role involves mentoring junior technicians, managing escalated tickets
and contributing to system improvement.
Responsibilities
- Serve as the primary escalation point for complex technical issues across hardware, software and network environments.
- Provide Level 2 and Level 3 support for desktops, laptops, mobile devices, printers and peripherals.
- Administer and troubleshoot Microsoft 365, Active Directory and enterprise applications.
- Lead IT projects such as system upgrades, migrations and deployments.
- Monitor and maintain network connectivity and security compliance.
- Develop and maintain documentation, SOPs and knowledge base articles.
- Collaborate with vendors and third-party providers for advanced troubleshooting.
- Analyse recurring issues and recommend process improvements.
- Ensure compliance with IT security standards and company policies.
Qualifications
- Matric and a Diploma or Degree in Information Technology or related field.
- Minimum 8 years in IT support, with proven experience in senior or escalation roles.
- Strong expertise in Windows OS, networking fundamentals and Microsoft 365 administration.
- Proficiency in ITIL practices and ticketing systems.
- Excellent analytical, problem-solving and communication skills.
- Ability to manage multiple priorities and work independently.
Certifications
- CompTIA A+, Network+, Security+
- ITIL Foundation Certification
Desired Skills:
- Minimum 8 years in IT support
- Microsoft 365 administration
- Strong expertise in Windows OS
- ITIL
- CompTIA A+
- Network+
- Security+
- ITIL Foundation Certification
