Senior IT Support Technician / Workshop Supervisor

SUMMARY:

POSITION INFO:
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.

• 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.

• 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.

• 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.

• 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.

• 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 driver’s 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.

• 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.