Senior IT Technician
Position summary
Introduction
Job description
CORE PURPOSE:
The Senior IT Technician provides advanced Level 2 and Level 3 technical support, operational IT services, infrastructure support and technical troubleshooting across MANCOSA. The role helps ensure the availability, reliability, security and performance of end-user computing, IT infrastructure, connectivity, communication systems and related technology services, while acting as an escalation point for complex incidents and contributing to continuous improvement within IT Operations.
CORE FUNCTIONS INCLUDE:
- Provide Level 2 and Level 3 support for hardware, software, operating systems, applications, peripherals and connectivity-related incidents, resolving issues within agreed SLAs.
- Support IT infrastructure and troubleshoot LAN, WAN, Wi-Fi, VPN, Internet, network switches, wireless access points, routers, firewalls and UPS-related issues.
- Support Microsoft 365 services including Teams, Outlook, OneDrive and SharePoint, and assist with Entra ID/Azure AD, Active Directory, permissions, licensing and Intune where applicable.
- Prepare, configure, deploy, maintain and troubleshoot laptops, desktops, workstations and related devices, including operating system and software deployments, upgrades, repairs and technology refreshes.
- Apply endpoint security requirements, assist with antivirus/EDR monitoring, patch management, MFA and security incident identification and escalation.
- Provide operational support for 3CX/VoIP, IP phones, softphones, headsets and associated communication systems, including call quality and connectivity troubleshooting.
- Support printers, multifunction devices, scanners and other peripherals, including network printing, drivers, configuration and vendor escalation.
- Manage incidents and service requests, investigate recurring issues, identify root causes, maintain accurate records and contribute to problem management and knowledge management.
- Participate in IT projects, upgrades, migrations, infrastructure deployments and site implementations, coordinating technical activities with internal teams, vendors and service providers.
- Conduct routine operational checks and preventative maintenance, assist with disaster recovery/business continuity testing, maintain technical documentation and mentor junior IT technicians and support staff.
Minimum requirements
Required Qualifications and Experience:
- Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
- Minimum 5 years' experience in IT technical support or IT operations, including Level 2/3 technical support in a medium to large user environment.
- Practical experience supporting Microsoft Windows environments, Microsoft 365, networking/Wi-Fi technologies, IT service management processes and ticketing systems.
- Experience troubleshooting hardware, software, operating systems, networks and connectivity, and working with external vendors and service providers.
- Advantageous: Microsoft certification(s), CompTIA A /Network /Security , ITIL Foundation, Microsoft 365 or networking/infrastructure certifications.
- Advantageous: experience in a multi-site or higher education environment, Intune and Entra ID, 3CX or other VoIP/PBX platforms, endpoint management/security, IT asset management and disaster recovery/business continuity testing.
Essential Skills:
- Strong analytical, problem-solving and advanced technical troubleshooting ability.
- Strong working knowledge of Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Active Directory, Entra ID/Azure AD, Intune and Group Policy.
- Sound networking knowledge including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPN, LAN/WAN, switches and wireless access points.
- Understanding of endpoint protection, antivirus/EDR, MFA, patch management and basic cybersecurity principles.
- Working knowledge of IT service management practices including incident, request, problem, change, SLA and knowledge management.
- Strong customer service, communication, documentation and organisational skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team, prioritise competing incidents, perform under pressure, take ownership and mentor junior team members.
Special Conditions:
- Primarily based within the MANCOSA IT Operations environment, with support required across MANCOSA offices and operational sites.
- Travel between MANCOSA locations may be required.
- Occasional after-hours or weekend work may be required for planned maintenance, upgrades, system implementations or critical incidents.
- Participation in disaster recovery, business continuity and failover testing may be required.
- The role may require handling and transporting IT equipment as part of operational duties.