Job Description
About the Role
We are seeking a Senior Helpdesk Support L3 to act as the highest escalation point for complex incidents and to drive automation and operational improvement initiatives in our rapidly evolving technology-driven organisation.
Key Responsibilities
- Act as the senior escalation point for complex incidents across endpoint, identity, VPN/ZTNA, networking, and cloud-connected services
- Lead automation initiatives to reduce repetitive tickets and manual effort using tools such as Intune, PowerShell, Autopilot, and workflow automation
- Maintain and enhance secure access controls using Entra ID, Conditional Access, and Microsoft 365 security policies
- Support hybrid network design and advanced troubleshooting, including Azure hub-and-spoke and FortiGate VPN/ZTNA
- Manage escalated account and security incidents such as suspected compromise, MFA anomalies, and mail quarantine escalations
- Provide clear technical direction during incidents and service disruptions
- Develop and improve runbooks, processes, and automation strategies to enable faster resolution by L1 and triage teams
Requirements
- Education: Relevant IT qualification or equivalent practical experience
- Experience: Minimum 5 years in IT Operations / Support roles
- At least 23 years in a senior escalation or advanced support capacity
- Experience working in fast-paced, high-growth, or enterprise environments
Qualifications
- None mentioned
Salary & Benefits
- Not specified
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Gauteng
In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.
Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.
Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.
The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.
For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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