IT Technician II

DRA; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading engineering firm in Gauteng is seeking an IT Technician II to resolve incidents and requests in a corporate IT environment. Key responsibilities include troubleshooting support issues and providing first and second line support. Candidates should have strong networking skills, customer service experience, and relevant IT certifications. The position is permanent and full-time.

Qualifications

• 3 years customer service in a centralized service desk environment.
• 2 years of experience installing and configuring Windows 10.
• 2 years providing IT support in a corporate environment.

Responsibilities

• Ensure incidents and requests are resolved within SLA.
• Provide first- and second-line desktop support.
• Coordinate with shared service departments for requirements.

Skills

Windows 10 and 11 support

Troubleshooting skills

Network management

Customer service

Education

A+, N+, ITIL Foundation certification

Azure, O365 certification

Tools

MS Teams

Sage

Job description

Job Title : IT Technician II

Location : Gauteng, Johannesburg Metro, Johannesburg

Job Type : Permanent, Full-Time

Primary Industry : Mining

Secondary Industry : Engineering

About DRA Global

DRA Global Limited (DRA or the Company) is an international multi-disciplinary engineering, project delivery and operations management group, predominantly focused on the mining, minerals and metals industry. The Group has an extensive track record spanning four decades across a wide range of commodities. DRA’s teams have deep expertise in the mining, minerals and metals processing industries, as well as related non-process infrastructure such as water and energy solutions. DRA covers all major mining centres with offices across Africa, the Middle East, North and South America, and Asia-Pacific.

Primary role

The Support Technician Level 2 will be responsible for ensuring incidents, requests, and problems within DRA are resolved and responded to within the required SLA. Diagnose, troubleshoot, and resolve employee requests on site and remotely across corporate IT, software, networks, and supporting business systems across the EMEA region.

Job Duties :

• Strong understanding of Windows 10 and 11 operating systems.
• Ownership of tickets and initiative to drive results.
• Basic understanding of printer functionality and support for troubleshooting printing issues.
• Assist with installation, profile management, and troubleshooting of end-user devices.
• Capture sufficient incident details for trend analysis of recurring problems.
• Accurate updates of service desk records.
• Prioritize responses to service requests effectively.
• Maintain high performance standards in ticket response within SLA, manage user expectations, and provide user training.
• Provide efficient first- and second-line desktop support according to SLA.
• Initial analysis/diagnosis or escalation of requests for timely support.
• Resolve user requests using technical knowledge and expertise.
• Transfer knowledge to end users to improve computer literacy and self-help skills.

Server & Systems

• Understand backup systems, file and mail archive mechanisms, and supporting backup technologies.
• Apply backup restoration procedures.
• Understand MS Teams client installation and collaboration functionalities.
• Navigate Exchange administration for all users, including OWA, mail flows, filters, mailbox management, permissions, mailbox types, and archiving.
• Basic understanding of Sage supporting business operations.

Networking

• Strong understanding of networking devices, DHCP, VLANs, firewalls, and troubleshooting networks.
• Knowledge of LAN & WAN components, management, and troubleshooting switches and cabling.
• Familiarity with industrial IT and OT, including SCADA and PLC network protocols.
• Understanding of the OSI model and how its components interconnect.

Documentation

• Maintain high quality and attention to detail.
• Manage inventory accurately and timely.
• Follow proper documentation procedures for hardware issuance and receipt.

Communication and Collaboration

• Coordinate with shared service departments and projects to meet requirements.
• Communicate respectfully and professionally in written and spoken form.
• Keep leads informed about technical project statuses or concerns.
• Uphold the ICT team’s reputation.
• Work under pressure with dedication and commitment.
• Interact positively and professionally with end users.
• Proactively maintain cabling, safety, and power connections.

Formal Qualifications Required

• A+, N+, ITIL Foundation (essential).
• Azure, O365, CCNE, or other IT security certifications (advantageous).
• Industrial IT and network certifications or professional courses (advantageous).

Experience

• Customer service in a centralized service desk environment (3 years essential).
• Installing and configuring Windows 10 (2 years essential).
• Providing IT support in a corporate environment (2 years essential).
• Troubleshooting networks and supporting devices (3 years essential).
• Supporting high-demand site environments and remote locations (2 years advantageous).
• Basic O365, AD, and Azure administration (2 years essential).
• Sage support (1 year advantageous).
• Travel to remote sites for on-site support (1 year advantageous).

Knowledge Areas

• Technical skills for resolving corporate IT incidents.
• Interface with users of varying competency levels.
• Prioritize tasks to meet SLA requirements.
• Communicate technical information to non-technical audiences.
• Collaborate with internal support teams.
• Use frameworks like ITIL and Prince2 (advantageous).
• Experience with IT operations on large mining or construction sites (advantageous).