Senior IT Technician

Senior IT Technician

Location: Montague Gardens, Cape Town, with travel to client sites
Reporting to: Designated manager or director

Purpose of the role

Take ownership of day-to-day IT support and complex technical faults across our client environments. Keep client systems reliable and secure, deliver support within agreed service levels, and guide junior technicians. The role combines hands-on technical work, clear client communication and accurate reporting to management.

Key responsibilities
Technical support and fault resolution

• Provide remote and on-site support for desktops, laptops, servers, printers and business applications.
• Act as the escalation point for complex incidents, identify root causes and implement lasting solutions.
• Manage assigned support tickets from receipt to resolution, prioritising by urgency, business impact and SLA commitments. Escalate risks or delays promptly.

Systems networks and security

• Install, configure and maintain Windows systems, Microsoft 365, user accounts, email services and access permissions.
• Troubleshoot LAN and Wi-Fi networks, switches, routers, firewalls, VPNs, DNS and DHCP.
• Monitor system health, patching, endpoint protection and backups. Investigate failures, test restores and maintain disaster recovery procedures.
• Apply approved security controls and report suspected security incidents immediately. Make changes with appropriate approval, testing and a recovery plan.

Client service and technical projects

• Keep clients informed of progress, expected downtime and actions needed from them. Explain technical issues in plain language.
• Plan and complete installations, upgrades, migrations and maintenance, coordinating with suppliers and other teams.
• Assist with site assessments, technical specifications, equipment recommendations and accurate estimates of labour and materials. Obtain approval before additional work or purchases.

Team guidance and documentation

• Guide junior technicians, review their work and share practical troubleshooting knowledge.
• Maintain current network diagrams, asset records, configuration details and service reports. Store credentials securely in approved systems.
• Record time, work completed, equipment used and outstanding actions accurately for billing and follow-up.
• Report client concerns, technical risks and project progress to management. Support approved IT policies, audits, budgets and supplier coordination.

 

 

Qualifications and experience

• At least 10 years of relevant IT experience in technical support, systems administration or network administration, including complex fault resolution.
• Relevant IT qualification or equivalent demonstrated practical experience.
• At least five years of Microsoft 365 administration and network implementation experience, including VLANs and wireless configuration. Strong knowledge of Windows Server and Active Directory.
• Practical experience with firewall administration, email security, virtualisation, cloud services, VoIP, DNS, DHCP and backups.
• At least two years of technical team leadership or mentoring experience. Experience managing support tickets, SLA commitments and documentation.
• Valid driver’s licence and willingness to travel to client sites.

Advantageous experience

• Relevant Microsoft, CompTIA, Cisco, MikroTik or equivalent certifications.
• Hands-on experience with Cisco Meraki, MikroTik, Mimecast, VMware, Hyper-V, Microsoft Entra ID and device management.
• Experience in a managed IT services environment, with structured cabling, CCTV or access control integration.

Skills and working approach

• Methodical troubleshooting and sound judgement under pressure.
• Clear communication, professional client service and reliable follow-through.
• Ability to plan work, manage competing priorities and work independently.
• Willingness to mentor colleagues and cooperate with the wider team.
• Careful handling of client information, credentials and company equipment.

Performance expectations

• Meet agreed response and resolution targets, with timely escalation of unresolved issues.
• Reduce repeat incidents through root-cause analysis and preventive maintenance.
• Keep tickets, time records and technical documentation complete and current.
• Complete approved project work to the agreed scope, standard and deadlines.
• Maintain effective client communication and support the development of junior technicians.

Working requirements

The role involves office-based, remote and on-site support. Attend client sites as scheduled and follow site safety and access requirements. Planned maintenance or urgent incidents may require work outside normal hours under agreed arrangements. Maintain professional conduct and follow our approval processes for spending, system changes and client commitments.