Senior Helpdesk Technician

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