IT Technician (Operations)

JOB SKILLS SUMMARY

The IT Officer is responsible for the overall oversight, stability, security, and optimisation of the company’s IT infrastructure and digital operations.
This role ensures that all hardware, software, networks, cloud platforms, security systems, and user support functions operate efficiently and in alignment with company policies, ISO requirements, and POPIA obligations.Strong understanding of IT infrastructure, networks, servers, and cloud platforms.Knowledge of cybersecurity principles, backups, access control, and data protection .Strong troubleshooting, documentation, and communication skills. Highly organised, methodical, and compliance‑driven. Ability to support both technical and non‑technical users professionally

JOB PROFILE MINIMUM REQUIREMENTS

QUALIFICATIONS: ·  Diploma or Degree in Information Technology / Computer Science / Information Systems, or equivalent experience. Relevant certifications (advantageous), Microsoft 365 Administration, Network / Security certifications.

WORK EXPERIENCE: 

Minimum 3–5 years’ experience in an IT support / systems administration role

Experience supporting a professional, multi‑user office environment

Experience dealing with outsourced IT service providers and vendors

RESPONSIBILITIES AND ACCOUNTABILITIES

KEY AREAS OF JOB

1. IT Infrastructure & Operations

• Overall responsibility for the company’s IT infrastructure, including: 
  • Servers, networks, firewalls, Wi‑Fi, and internet connectivity
  • Computers, laptops, printers, scanners, and peripheral devices
• Monitor system performance, uptime, and capacity planning
• Ensure regular system updates, patching, and maintenance

2. Microsoft 365 & Cloud Systems

• Administer and maintain Microsoft 365 environment, including: 
  • User accounts, licences, permissions, and security groups
  • SharePoint and OneDrive structure, access control, and governance
  • Microsoft Teams setup, policies, and meeting support
• Maintain document management best practices aligned with ISO 9001 requirements

3. Cybersecurity & Data Protection

• Implement and monitor security controls, including: 
  • Antivirus / endpoint protection
  • Firewall and network security
  • Password policies and multi‑factor authentication
• Ensure compliance with POPIA and internal data protection policies
• Manage backups, disaster recovery processes, and periodic restore testing
• Investigate and respond to IT security incidents

4. User Support & Helpdesk

• Provide first‑ and second‑line IT support to staff
• Diagnose and resolve hardware, software, and connectivity issues
• Set up new users, devices, and system access as part of onboarding
• Maintain an IT issue log and resolution tracking system

5. Vendor & Service Provider Management

• Liaise with external IT service providers, software vendors, and suppliers
• Log, escalate, and follow up on outsourced support issues
• Review service levels and make recommendations for improvements or cost optimisation

6. IT Policies, Documentation & Compliance

• Maintain accurate and up‑to‑date: 
  • IT policies and procedures
  • System documentation and user guides
  • Asset registers (hardware, software licences)
• Support internal and external audits by providing IT‑related evidence and records

7. Strategic IT Support & Continuous Improvement

• Identify opportunities to improve efficiency through technology
• Make recommendations on new systems, upgrades, and automation
• Support digital transformation initiatives where appropriate
• Assist management with IT‑related budgeting and forecasting

AUTHORITY

As delegated by the Manager/Director from time to time.