Ict Technician

Technical Solutions Manager

Key Responsibilities: Supervise and coordinate ICT technicians and support engineers Allocate and prioritise service requests, installations and projects Monitor team productivity, performance, and SLA adherence Provide mentoring, coaching, and technical guidance Do installation costings and quotations Must have own vehicle and a valid driver's license Must be fully bilingual - Afrikaans and English Oversee installation, configuration, and support of: Network infrastructure (routers, switches, firewalls, Wi-Fi) CCTV Access Control VoIP and PABX systems Cloud solutions (e.g., Microsoft 365, hosted services, backups) End-user computing (desktops, laptops, mobile devices) Ensure timely resolution of incidents, service requests, and escalations Maintain high system uptime and service reliability Act as the primary escalation point for complex ICT issues Troubleshoot and resolve advanced networking and systems problems Support major incident management and root cause analysis Ensure proper documentation of issues and resolutions Assist in planning and executing ICT projects and rollouts Ensure installations meet design specifications and client requirements Coordinate with internal teams and third-party vendors Ensure compliance with SLAs (response and resolution times) Analyse recurring issues and implement preventative measures Drive improvements in first-time fix rates and service efficiency Provide technical support and advisory services to clients Participate in client meetings where required Ensure a high level of customer satisfaction and professionalism Ensure accurate task updates, reporting, and documentation Track asset management, licensing, and configurations Provide reports on performance, incidents, and service trends Ensure adherence to IT security policies and best practices Maintain backup, disaster recovery, and cybersecurity standards Ensure compliance with company policies and relevant regulations Monitor team performance, productivity, and efficiency Conduct performance reviews and identify training needs Build and maintain strong relationships with key clients Key Performance Indicators (KPIs) SLA compliance MTTR (response and resolution times) Task resolution rates and backlog management System uptime and reliability First-time fix rate Customer satisfaction scores Team productivity and utilisation