Role Overview

An experienced Service Desk Technician T3 is required to provide support at the head office and designated sites. The role covers IT support, hardware and equipment, networking, advanced troubleshooting, root-cause analysis, service delivery, and customer experience.

Responsibilities

Perform network checks, monitor sites, update maps, and manage network-outage incidents.
Attend VPN requests, lead troubleshooting across supported Cisco, HP, OEM, and RF platforms, and participate in on-call rotations.
Ensure systems are on the domain, access rights are correct, and end-of-life systems are upgraded.
Maintain documentation on SharePoint.
Monitor hosted applications, provide advanced SQL and Power BI support, and troubleshoot OPC installations.
Respond to escalated incidents, restore services, and minimise downtime.
Document incidents, resolutions, and root-cause analysis and maintain the knowledge base.
Assist with SLA reports, dashboards, audit reports, and daily-report validation.
Communicate with stakeholders and share knowledge with team members.

Requirements

National Senior Certificate or Grade 12.
Relevant ICT certificate; ITIL Foundation preferred.
Relevant ICT diploma or degree is advantageous.
Seven or more years' post-qualification experience in wireless and IT networking.
Valid driver's licence.
RF/wireless, routing and switching, Microsoft Server, virtualisation, Windows, SQL, structured cabling, and Microsoft Office experience.
Strong communication, decision-making, detail, and customer-focus skills.