Senior Desktop Support Technician

3 weeks ago

Pretoria, South Africa Manqoba It Services Full time

Company Description Manqoba IT Services is a Technology Services Company, specializing in creating digital workplaces and managing these digital spaces. We offer system support, maintenance & implementation services. Our digital solutions enable our clients to collaborate securely, leverage the intelligent cloud and enhance their operations. We are constantly looking for ways to enhance customer service, increase productivity and efficiency as well as finding effective ways to reduce costs for our customers and this ethos has earned us recognition to be drafted into the Microsoft Emerging Partner Programme. Role Description The Senior Desktop Support Technician is responsible for providing advanced technical support for desktops, laptops, peripherals, and related IT systems. The role includes diagnosing and resolving hardware and software issues, managing user support requests, ensuring IT infrastructure availability, and supervising junior support staff. The incumbent will also play a key role in planning, coordinating, and implementing IT support initiatives, while fostering a culture of teamwork, customer service, and knowledge sharing. Qualification Requirements Diploma / Degree in Information Technology, Computer Science, or related field. Minimum 2–3 years' proven experience in desktop support / IT helpdesk. Microsoft, CompTIA A+ / N+, ITIL, or other relevant certifications advantageous. Experience in supervising or mentoring junior staff. Knowledge of Windows OS, Office, Active Directory, and networking basics. Exposure to IT asset management and IT service management tools. Responsibilities Technical Support & Service Delivery Provide advanced desktop, laptop, and peripheral support (hardware and software). Diagnose, troubleshoot, and resolve escalated technical issues promptly. Manage operating system installations, upgrades, patches, and updates. Maintain endpoint security, antivirus, and backup solutions. Support telephony, video conferencing, and mobile devices. Monitor IT service desk tickets and ensure SLA compliance. Perform routine system checks and preventive maintenance. Management & Leadership Supervise, guide, and mentor junior IT support staff. Allocate tasks and monitor team performance against agreed KPIs. Provide training to end-users and promote self-service knowledge resources. Escalate unresolved issues to vendors or higher-level support when necessary. Assist with IT procurement, inventory management, and asset lifecycle control. People & Stakeholder Engagement Deliver excellent customer service with a professional, approachable manner. Communicate effectively with end-users at all levels of the organisation. Engage with management to identify IT support gaps and propose solutions. Build relationships with external vendors, suppliers, and service providers. Projects & Continuous Improvement Participate in IT infrastructure projects and system rollouts. Document processes, procedures, and incident resolutions for knowledge base. Contribute to IT policies, standards, and best practices development. Identify opportunities to improve support efficiency and end-user experience. #J-18808-Ljbffr

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