Technical Expert IT Production Support

PURPOSE:

To deliver high-availability IT production system support within a manufacturing environment by ensuring optimal performance, reliability, and compliance of critical systems (ALC, ALS, PIS, AIS, CVI-Net). The role focuses on rapid fault resolution, proactive system maintenance, and standardisation of endpoint environments, while aligning with IT governance frameworks and operational excellence objectives.

KEY PERFORMANCE AREAS:

Production Systems & Infrastructure Support

• Provide first-line and advanced technical support for production-critical IT systems, ensuring minimal downtime and adherence to SLA/KPI targets.
• Perform root cause analysis (RCA) on recurring incidents and drive permanent corrective actions.
• Troubleshoot network, server, and endpoint issues, escalating to Tier 2/3 support with detailed diagnostics and logs.
• Ensure high system availability through proactive monitoring, validation, and incident trend analysis.

Vendor & Incident Management

• Manage and track supplier tickets, warranty claims, and service requests, ensuring timely resolution and escalation.
• Coordinate with OEM vendors for hardware repairs, replacements, and technical escalations.

Endpoint Engineering & Standardisation

• Design, build, and maintain Windows OS images using standardised deployment frameworks.
• Enforce software compliance, patching, and security baselines across desktops and laptops.
• Optimise endpoint performance through automation and configuration management practices.

Production Equipment & Hardware Support

• Conduct preventative and corrective maintenance on production printers and IT equipment.
• Perform component-level diagnostics and repairs, including salvage and reuse of hardware parts to optimise cost efficiency.

Governance, Compliance & Continuous Improvement

• Support continuous improvement initiatives aligned to operational excellence frameworks (e.g. ITIL).
• Maintain strict safety standards when operating in plant and office environments.

Personal & Team Development

• Actively manage individual development plans (IDP) and contribute to knowledge sharing within the team.
• Participate in organisational initiatives such as Employee Opinion Surveys and improvement programmes.

QUALIFICATIONS AND EXPERIENCE:

• NQF Level 5+ (240 credits) in Information Technology or related discipline
• Industry certifications: CompTIA A+, N+ (or equivalent enterprise-level certifications)
• 3–5 years’ experience in technical support within a manufacturing or production IT environment
• Strong experience in:

• • Service Desk / ITIL-based support environments
  • Networking (LAN/WAN, IP management, troubleshooting)
  • Production or POS systems support (advantageous)

COMPETENCIES:

• Accurate Information gathering and analysis
• Awareness and commitment to our mission
• Awareness of situations and Decisiveness
• Communication and sharing of mid to long term plans
• Creation of innovative vision
• Establishing framework and systems for organisational review
• Feedback of evaluation results and long-term development of others
• Perseverance
• Strategic re-allocation of resources and review of work methods
• Suitable assignment and objective performance review

THIS APPOINTMENT WILL BE MADE IN LINE WITH THE COMPANY’S EMPLOYMENT EQUITY

POLICY

Closing Date: 30 July 2026