Pretoria: Senior IT Support Technician / Workshop Supervisor

Key Responsibilities: Workshop Operations Oversee the daily running of the workshop and coordinate technician activities. Allocate jobs to technicians according to priority, deadlines, and skill level. Monitor all devices and jobs in the workshop, ensuring clear visibility of job status, next actions, and outstanding dependencies. Ensure repairs, setups, diagnostics, and client-related technical work are progressing efficiently and within acceptable turnaround times. Follow up on stalled or delayed jobs and proactively address workflow bottlenecks. Maintain workshop standards in relation to organisation, cleanliness, stock awareness, and proper device handling. Ensure workshop-related documentation, notes, and status updates are captured accurately and timeously. Technical Support and Escalation Act as a senior escalation point for desktop, laptop, printer, networking, Microsoft 365, and general business IT support issues. Perform hands-on diagnostics, configuration, troubleshooting, repair, and setup of end-user devices and related equipment. Provide support across client environments including Microsoft 365, shared infrastructure, networking, printers, backups, and basic server-related matters. Assist with onsite and remote troubleshooting where required. Identify recurring technical issues and recommend practical improvements to reduce repeat faults, wasted time, and service inefficiencies. Team Coordination and Oversight Provide daily direction and structure to junior or semi-skilled technicians. Help ensure technicians are working productively, following process, and taking ownership of assigned work. Reduce the need for constant management intervention in daily workshop coordination. Guide technicians on troubleshooting methodology, documentation standards, prioritisation, and job ownership. Escalate recurring performance issues, workflow constraints, and technical risks to management when required. Client Service and Communication Communicate professionally with clients regarding job status, delays, findings, and technical recommendations. Ensure clients receive timely feedback and realistic expectations. Support improved service delivery through stronger responsiveness, follow-through, and accountability. Escalate urgent client-impacting matters appropriately and without delay. Administration and Process Support Ensure tickets, workshop jobs, notes, and technical actions are properly updated and recorded. Assist in enforcing workflow discipline, prioritisation, and process adherence within the department. Support asset tracking, warranty follow-ups, supplier coordination, and job tracking where required. Contribute to the improvement and refinement of internal workshop and support procedures. Requirements: 3 to 5 years experience in IT support, desktop support, workshop support, or MSP support. Strong practical experience with Windows desktops, laptops, peripherals, printers, and general office IT troubleshooting. Working knowledge of Microsoft 365 administration, including user support, mail troubleshooting, and basic tenant administration. Good understanding of networking fundamentals, including routers, switches, Wi-Fi, TCP/IP, DHCP, DNS, and internet connectivity troubleshooting. Exposure to basic server support, backup systems, and shared business infrastructure. Valid drivers licence and own reliable vehicle. Good written and verbal communication skills. Afrikaans and English being essential. Ability to work under pressure and manage multiple priorities. Advantageous Experience: Previous experience in an MSP environment. Experience supervising, coordinating, or mentoring other technicians. Exposure to Windows Server administration. Exposure to Microsoft Entra ID, Azure AD, SharePoint, or related Microsoft cloud platforms. Experience with backup systems, antivirus platforms or endpoint management tools. Basic project coordination, rollout, or deployment experience. Experience dealing directly with business clients in an IT support environment.