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IT Desktop Support TechnicianSouth African National Roads Agency (SANRAL)

GautengSouth Africa
a year0 Applicants
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job description - IT Desktop Support Technician

  • Provide on-site user support - excellent response time, provisioning of quality support and problem resolution agreed with the customer in line with the SANRAL ICT support standards and requirements.


  • A Grade 12/ Senior Certificate.
  • IT Diploma/ Degree or Equivalent.
  • 3 years minimum relevant desktop and network support working experience in an IT environment.
  • Excellent communication skills.
  • Good problem-solving skills.
  • Excellent analytical skills.
  • Attention to detail.


  • ITIL certification.
  • A+/ N+
  • MCSE or other relevant certification.


The successful incumbent will be able to effectively demonstrate the following competencies:

  • In-depth understanding and knowledge of MS Windows operating systems and the ability to troubleshoot OS related problem.
  • Incident management system experience.
  • Basic Network troubleshooting and Knowledge of TCP/IP LAN, VPN, WAN and Wireless networking Environments.
  • Knowledge of WSUS, Active Directory, Windows, Intune, System Centre 2012 (SCCM, SCOM, SCSM and Orchestrator) Advantage.


Ensure end-user satisfaction: ICT Systems Administration

  • Active Directory and Exchange Administration.
  • SAP Basis Administration.
  • Technical Excellence Academy systems administration.
  • Microsoft 365 Administration (Teams, InTune, SharePoint, etc).
  •  Video Conferencing (Polycom) System Administration.
  • Avaya System and Treasury (CBMS) System Administration.
  • Microsoft Configuration Manager Administration and Reporting.

Ensure end-user satisfaction: Application and Desktop Support

  • Ability to effectively administer, troubleshoot and maintain user applications etc.
  • Support and administration for end-user applications such as Microsoft 365, Video Conferencing equipment including Microsoft teams, OpenText (Electronic Document Management system and   Coreshare), SANRAL Website, Printing services and Avaya telephony system.
  • Providing understandable and clear guidance and knowledge transfer following the implementation of technology solutions or during the course delivering Root Cause Analyses.
  • Install, configure, test, maintain, monitor and troubleshoot associated network and end user’s devices.
  • Liaise with and provide end-user training on equipment operations and all SANRAL applications.
  • Assist ICT Service Delivery lead with technical specifications on procurement of IT services.

Ensure end-user satisfaction: Incident management

  • Managed calls logged with helpdesk and ensure all calls logged are responded to and resolved within the agreed SLA.
  • Timely escalation of incidents/calls with 3rd-level support.
  • Proactively notifying the IT Service Delivery Lead and Infrastructure lead about issues related to failure or poor performance of SANRAL Core systems and networks.

Enhance Information Security: User Access Control and Application Compliance.

  • User Account Administration (Create, Modify, Terminate) on Active Directory, Exchange, SAP and other ICT systems.
  • Build, deploy and monitor OS updates, Standard software updates and Microsoft Patches.
  • Monthly monitoring of OS and Software Patches.
  • Security Vulnerability Management and remediation.

Enhance Information Security: ICT Audits

  • Participate in overall ICT Audit
  • Ensure that reviewed users’ access on all ICT systems are actioned timely.
  • Ensure that all systems and devices are patched according to the patch management policy and procedure.
  • Assist ICT Service Delivery Lead and Infrastructure Lead to remediate all audit findings within scheduled timeframes agreed with the Auditor General and Internal Audit.

Enhance Information Security: IT Asset management.

  • Overall ICT assets management (Issuing, Tagging, disposals, verification).

Other Duties 

  • Perform other duties as assigned.
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About the company

South African National Roads Agency (SANRAL) is a South African parastatal responsible for the management, maintenance, and development of South Africa's proclaimed National Road network which includes many National and some Provincial and Regional route

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