Senior Technician (IT) - Hay Level 14/C3 Re- Advertisement at NECSA

Key Performance Areas  

Operational and Stakeholder Support

• Perform in-person and remote troubleshooting, diagnose, detect and resolve desktop support problems & changes for end-users logged at the Helpdesk.
• Maintain high-performance levels for service-related processes and provide all software & hardware support at a senior level for laptops, computers, instrument computers (in conjunction with service providers or OEMs), printers, mobile devices, projectors, voice recording, presentations, meetings (including video conferencing) during special events hosted by Necsa Group.
• Maintains adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support.
• Develop in-depth knowledge of software applications used by other business units as assigned.
• Receive, respond and manage tickets and requests in the help desk ticketing system promptly and efficiently to meet or exceed service level agreements.
• Keep affected IT users informed about progress and recommendations on their IT problems and issues of interest
• Recommend solutions, supervise and check that problems have been corrected and maintain records of work performed.
• Escalate unresolved IT incidents correctly and timeously to relevant tier support and/or Service Delivery Manager
• Accurate recording of problem history via the call logging system
• Respond to emergency service requests at any given time (night, weekends & holidays)
• Ensure service level agreements (SLAs) are met or exceeded to maintain customer satisfaction. This includes striving to achieve a satisfactory average user score rating for calls resolved.

Process Management

• Work closely with the Infrastructure & Enterprise management team during the rollout of IT projects
• Assist in the development, implementation, and maintenance of district technology department standards and operating procedures
• Maintain Asset register & Inventory for IT equipment (laptops, laptop parts, and other technology-related items stored at the IT office).
• Recommend improvements to existing technologies, standards and methods to improve the quality and timeliness of technical support
• Conduct regular software/machine environment audits and take corrective action if necessary.
• Provide support and training to desktop technicians and interns. Including conducting training sessions to educate end-users on software applications, hardware usage, and best practices.

Cyber Security and Governance

• Maintain computers and data integrity by ensuring that computers are updated with security updates and anti-virus. Including data backups, and data encryption to protect sensitive information
• IT asset tracking and upgrade of outdated hardware and software
• Assist in maintaining a register of software licenses and ensure compliance
• Adhere to Necsa policies and procedures i.e. change control management, helpdesk, security, and standard operating procedures.

Safety, Health, Environmental and Quality (SHEQ)

• Understand regulatory requirements at an operational level, and execute implementation within areas of responsibility
• Meet Necsa safety objectives

Education:

• National Diploma (NQF level 6) in IT or related discipline

Experience: 

• Five (5) years of experience in the IT support environment 

Closing date: 01 May 2026.