Senior Helpdesk Support Technician

Network Finance; Gauteng; Hybrid; ZAR 350,000 - 520,000; Full time

Job summary

Network Finance is seeking an experienced IT Support Specialist to deliver onsite and remote support across desktops, mobility, and meeting room systems. You will handle escalations, manage tickets end-to-end, and ensure SLA adherence while providing clear end-user communication.

You will work with Microsoft 365, Active Directory, Intune, and security controls, mentoring juniors, documenting issues, and assisting with project deployments and migrations.

Qualifications

• Diploma or Degree in IT, CS, or related field.
• Equivalent practical experience will be considered.
• Minimum of 5 years' experience in Desktop Support, End User Computing, or IT Support environments.
• Experience with Active Directory, Microsoft Entra ID, Microsoft Intune, and ITSM ticketing systems.

Responsibilities

• Provide onsite and remote support for desktops, laptops, operating systems, business applications, printers, mobile devices, and meeting room technology.
• Act as an escalation point for complex technical incidents and service requests.
• Diagnose and resolve root causes of technical issues, coordinating with infrastructure, networking, security, and application teams when required.
• Manage support tickets from initial assessment through to resolution, ensuring SLA compliance and regular communication with end users.
• Install, configure, deploy, patch, and troubleshoot endpoint hardware and software using approved management tools and standard configurations.
• Mentor and support junior technicians, promoting best practices and consistent support standards.
• Create and maintain knowledge articles, troubleshooting guides, and technical documentation.

Skills

Troubleshooting

Communication

Customer focus

Ownership

Prioritisation

PowerShell scripting

Education

Diploma/Degree in IT or related field

Equivalent practical experience

Tools

Active Directory

Microsoft Entra ID

Microsoft Intune

ITSM ticketing systems

Job description

Key Responsibilities

Technical Support & Incident Management

• Provide onsite and remote support for desktops, laptops, operating systems, business applications, printers, mobile devices, and meeting room technology.
• Act as an escalation point for complex technical incidents and service requests.
• Diagnose and resolve root causes of technical issues, coordinating with infrastructure, networking, security, and application teams when required.
• Manage support tickets from initial assessment through to resolution, ensuring SLA compliance and regular communication with end users.
• Install, configure, deploy, patch, and troubleshoot endpoint hardware and software using approved management tools and standard configurations.

Microsoft 365 & User Administration

• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and related technologies.
• Troubleshoot user access, connectivity, and synchronisation issues.
• Perform user and device administration within Active Directory and Microsoft Entra ID, including onboarding, offboarding, access management, and group administration.

Network & Security Support

• Troubleshoot endpoint-related LAN, Wi-Fi, VPN, DNS, and DHCP issues.
• Apply and support approved security controls, including endpoint protection, encryption, patch management, and multi-factor authentication.
• Escalate potential security incidents promptly and in accordance with company policies.

Asset & Device Management

• Maintain accurate IT asset records and inventory.
• Manage device lifecycle activities, including provisioning, upgrades, repairs, replacements, warranty management, and secure disposal.
• Support technology rollouts, office relocations, hardware refreshes, and migration projects.

Technical Leadership

• Mentor and support junior technicians, promoting best practices and consistent support standards.
• Create and maintain knowledge articles, troubleshooting guides, and technical documentation.
• Identify recurring issues and recommend improvements, automation opportunities, and preventative maintenance initiatives.
• Work with external vendors and service providers to ensure timely resolution of escalated incidents.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Equivalent practical experience will also be considered.

Experience

• Minimum of 5 years' experience in Desktop Support, End User Computing, or IT Support environments.
• Proven experience handling complex technical escalations in a corporate environment.
• Strong knowledge of Windows desktop environments, Microsoft 365, hardware diagnostics, and remote support tools.
• Experience with Active Directory, Microsoft Entra ID, Microsoft Intune, and IT Service Management (ITSM) ticketing systems.
• Sound understanding of networking fundamentals, endpoint security, access management, and IT service management best practices.

Advantageous Skills

• Microsoft, CompTIA, ITIL, or related industry certifications.
• Experience with PowerShell scripting and automation.
• Exposure to application deployment, device provisioning, macOS, and mobile device support.
• Previous experience mentoring team members or contributing to large-scale migration and upgrade projects.

Key Competencies

• Strong troubleshooting and diagnostic skills.
• Excellent communication skills with both technical and non-technical stakeholders.
• Customer-focused and service-oriented mindset.
• Ability to prioritise workload effectively in a fast-paced environment.
• High attention to detail and commitment to quality.
• Strong sense of ownership, accountability, and professionalism.
• Ability to handle sensitive and confidential information responsibly.

Success Measures

Success in this role will be measured through:

• Achievement of service level targets.
• Quality and timeliness of issue resolution.
• User satisfaction scores.
• Accurate asset and ticket management.
• Endpoint compliance and security standards.
• Reduction of recurring incidents.
• Effective mentoring and knowledge-sharing contributions.

Additional Requirements

• Willingness to travel between sites when required.
• Availability to participate in after-hours maintenance and on-call support rotations where applicable.
• Adherence to company policies, security standards, change management processes, and access control requirements.