Pretoria: Senior Helpdesk Technician

Job Summary The Senior Helpdesk Technician provides advanced technical support to end-users, ensuring efficient resolution of IT-related issues. This role involves mentoring junior technicians, managing escalated tickets and contributing to system improvement. Responsibilities Serve as the primary escalation point for complex technical issues across hardware, software and network environments. Provide Level 2 and Level 3 support for desktops, laptops, mobile devices, printers and peripherals. Administer and troubleshoot Microsoft 365, Active Directory and enterprise applications. Lead IT projects such as system upgrades, migrations and deployments. Monitor and maintain network connectivity and security compliance. Develop and maintain documentation, SOPs and knowledge base articles. Collaborate with vendors and third-party providers for advanced troubleshooting. Analyse recurring issues and recommend process improvements. Ensure compliance with IT security standards and company policies. Qualifications Matric and a Diploma or Degree in Information Technology or related field. Minimum 8 years in IT support, with proven experience in senior or escalation roles. Strong expertise in Windows OS, networking fundamentals and Microsoft 365 administration. Proficiency in ITIL practices and ticketing systems. Excellent analytical, problem-solving and communication skills. Ability to manage multiple priorities and work independently. Certifications CompTIA A, Network, Security ITIL Foundation Certification