SENIOR ICT TECHNICIAN / OFFICER

This position is for a Senior ICT Technician or Officer based in Pretoria, within the Deeds ICT directorate, a component responsible for supporting the information technology environment of the Deeds Office. The role is a senior-level operational post, graded at Level 09, and requires a blend of hands-on technical support, incident management, and project participation. The incumbent will be expected to ensure that all computer hardware, software, network systems, and user accounts function reliably, enabling the department to meet its service delivery objectives. The work is varied, involving both routine maintenance and complex troubleshooting, and demands a structured, logical approach to problem-solving.

To be considered, applicants must hold a Grade 12 certificate and a National Diploma in Information Technology at NQF Level 6, or an equivalent relevant qualification. At least three years of experience in a similar role is required, specifically supporting users both on-site and remotely with desktop, application, system, and infrastructure issues. The role demands solid diagnostic and troubleshooting abilities, comprehensive knowledge of Active Directory, Microsoft 365, antivirus solutions, and Windows/Windows Server tools, as well as familiarity with ICT standards, best practices, and Public Service Regulations. Strong communication, problem-solving, decision-making, analytical, and technical report-writing skills are essential, along with good Excel skills and the ability to coach and mentor team members. A valid driver’s license is also required.

The core duties revolve around the installation, configuration, and maintenance of ICT systems. This includes setting up and upgrading desktop computers, laptops, printers, and peripherals; maintaining operating systems and approved business software; managing user accounts, mailboxes, groups, and permissions within Active Directory and Microsoft 365; and configuring network devices such as switches, routers, and wireless access points. The officer will also monitor system performance, conduct preventative maintenance, apply software updates and security patches, manage antivirus and endpoint protection, and maintain asset registers and configuration records.

In addition to proactive maintenance, the role involves diagnosing and troubleshooting incidents reported by users. This includes providing second-line support for hardware, software, and connectivity problems, analysing incidents to identify root causes, and implementing corrective actions to prevent recurrence. Unresolved issues must be escalated to specialist teams or vendors, with warranty repairs and equipment replacements coordinated through suppliers. The officer must keep users informed about incident progress, maintain detailed records, and ensure all issues are resolved within agreed Service Level Agreements.

The position also requires managing operational tasks and contributing to ICT projects. This means prioritising support requests based on business impact, monitoring the help desk queue, and ensuring critical incidents receive immediate attention. The officer will participate in infrastructure enhancements, digital transformation initiatives, system upgrades, migrations, and technology refresh projects, as well as support business continuity and disaster recovery activities. Finally, the role involves capturing progress and generating reports on system availability, downtime, incident trends, and service performance. The individual will produce daily, weekly, and monthly help desk reports, document solutions and procedures, and provide management with recommendations for service improvement based on analysis of recurring issues and performance data. This is a demanding but essential role for maintaining the stability and efficiency of the Deeds Office ICT environment.