Senior ICT Technician / Officer

Chief Directorate: Deeds ICT

Requirements:
Minimum requirements: Applicants must be in a possession of Grade 12 Certificate and National Diploma in Information Technology (NQF 6) or relevant equivalent qualifications. Minimum 3 years in a similar role supporting users onsite and/or remotely with desktop, application, system and infrastructure issues. Job Related Knowledge: Solid diagnostic and troubleshooting abilities, with a structured and logical approach to solving user and system issues. Thorough and seamless call log management process for all calls logged by users for work management and reporting purposes. Systems support. Working with Active Directory, O365, Anti-virus and other related Windows and Windows Server tools. Supporting users onsite and / or remotely with desktop, application, system and infrastructure issues. Diagnostic and troubleshooting abilities, with a structured and logical approach to solving user and system issues. Knowledge of ICT standards, best practices and policies. Installing hardware and software components. Knowledge of call log management process. Theoretical and practical knowledge of Active Directory, O365, anti- virus and other related Windows and Windows Server tools. Public Service Regulations. Job Related Skills: Communications skills. Problem Solving and Decision-Making skills. Computer software skills (good excel skills). Coaching and Mentoring (Though leadership) skills. Technical report writing skills. Presentation skills. Analytical skills. Problem solving skills. Communication skills. Project Management skills. A valid driver’s license.

Duties:
Installing, Configuring and Maintaining Software and Hardware Components of Computer and Network Systems. Install, configure and upgrade desktop computers, laptops, printers and peripheral devices. Install, configure and maintain operating systems, Microsoft 365 applications and approved business software. Configure and maintain user accounts, mailboxes, groups and permissions in Active Directory and Microsoft 365. Install, configure and maintain network devices, including switches, routers and wireless access points. Monitor hardware and software performance to ensure optimal system functionality and availability. Conduct preventative maintenance of ICT equipment, infrastructure and systems. Perform software updates, security patches and firmware upgrades. Configure and maintain antivirus, endpoint protection and other security solutions. Manage and maintain ICT asset registers and configuration records. Respond to service requests escalated through the Help Desk and ensure timely fulfilment according to service standards. Monitor recurring incidents and recommend preventative measures to improve system performance and reliability. Diagnose, Troubleshoot and Coordinate Resolution of ICT Hardware, Software and Network Incidents. Diagnose and troubleshoot hardware, software, network and application- related incidents reported by users. Provide second-line support for desktop, laptop, printer, scanner and connectivity issues. Resolve software, operating system, Microsoft 365, Active Directory and application-related incidents. Analyse incidents to determine the root cause and implement corrective actions to prevent recurrence. Escalate unresolved incidents to specialist support teams, vendors or service providers in accordance with support procedures. Log, categorise, prioritise and track incidents through the Help Desk system until closure. Coordinate warranty repairs and equipment replacement with suppliers, manufacturers and contracted service providers. Verify and test returned or replacement equipment before deployment to users. Provide users with regular feedback regarding the status and progress of incidents. Maintain records of incidents, resolutions, escalations and service provider interventions. Monitor recurring incidents and recommend permanent solutions or service improvement initiatives. Ensure incidents are resolved within agreed Service Level Agreements (SLAs). Manage and Prioritise Operational Tasks and ICT Projects to Support Departmental Objectives. Prioritise operational support tasks according to business impact, urgency and management directives. Allocate time between incident resolution, service requests, maintenance activities and project work. Monitor the Help Desk queue and ensure critical incidents receive immediate attention. Execute assigned operational tasks within agreed timelines. Participate in ICT infrastructure, system enhancement and digital transformation projects. Support implementation of new software, hardware and network solutions. Assist with system upgrades, migrations and technology refresh initiatives. Support business continuity and disaster recovery activities. Monitor progress against project plans and report risks and challenges. Collaborate with internal stakeholders, service providers and ICT teams to achieve project objectives. Capture Progress and Generate Completion Reports to Enable Status Updates on System Availability. Log all incidents, service requests, changes and maintenance activities on the Help Desk system. Track and monitor incident response and resolution times. Maintain accurate records of system availability, downtime and service disruptions. Generate daily, weekly and monthly Help Desk performance reports. Produce reports on incident trends, recurring problems and root causes. Prepare system availability and infrastructure status reports for management. Provide timely feedback to users regarding the progress and resolution of incidents. Document solutions, procedures and knowledge-based articles for future reference. Compile project progress and completion reports. Produce recommendations for service improvement based on incident and performance trend analysis.

Notes:
EE Targets: Coloured, Indian and White Males, and Coloured, Indian and White Females, and Persons with Disabilities.

Enquiries: Mr HS Tshinavhe Tel No: (012) 338 7389

Reference number: 3/1/1/1/2026/308