ICT Support Technician

The ICT Support Technician is tasked to render daily, on-site, hands-on first line ICT support to all OPFA end users, ensuring the continuous availability of end user computing, business applications, connectivity and telephony that the OPFA relies on to deliver its statutory mandate of resolving pension fund complaints.

 End user and service desk support

• Render first line technical support to all OPFA end users, including logging, prioritising and resolving incidents and service requests on the ITSM platform at first contact where possible.
• Escalate unresolved matters to the managed services provider in line with defined escalation paths, and follow up until resolution.
• Support the end user computing environment, including laptops, desktops, mobile devices, printing and scanning, audio visual facilities and the telephony solution.
• Support the Microsoft 365 environment at end user level.
• Assist internal and external users with secure network access.

Accounts, applications and assets

• Execute user onboarding and offboarding, device provisioning, imaging and asset movements, and maintain the accuracy of the end user asset register.
• Provide business application support, including managing user accounts, managing application security scopes and assigning controlled user permissions.
• Perform first line troubleshooting on critical business systems, including reviewing application and system logs to identify and resolve performance related issues.
• Create and assist in maintaining application servers across the production, development and testing environments, including managing server access, user permissions and related support activities.

Security, compliance and continuity

• Perform first line security tasks, including endpoint protection, disk encryption support and prompt reporting of security events, in line with OPFA security policies.
• Support patch deployment for the end user computing environment in accordance with the ICT Patch Management Policy, and provide compliance feedback.
• Participate in audit and penetration testing activities, including implementing remediation actions for identified findings or observations.
• Contribute to and support ICT disaster recovery and business continuity activities.
• Protect personal information handled during support activities, in line with POPIA and OPFA information security policies.

Projects, maintenance and user enablement

• Support scheduled maintenance, ICT projects, user training and awareness initiatives, and service provider coordination, as directed by the ICT Senior Manager.

 Knowledge and Competencies 

• Understanding of patch management, disaster recovery and business continuity principles.
• Customer service orientation, problem-solving and sound judgement.
• Confidentiality, integrity and attention to detail.
• Effective verbal and written communication skills.
• Ability to work under pressure, prioritise competing requests and follow procedures.

• National Certificate or Diploma in Information Technology or IT Technical Support (NQF Level 5), or an equivalent qualification.
• At least three years' experience in first-line or desktop support in a corporate environment.
• Working knowledge of Windows client operating systems, Microsoft 365, Active Directory or Entra ID, and networking fundamentals, including secure remote access.
• Practical experience in logging and managing incidents and service requests on an ITSM or service desk platform.