IT Workshop Technician & Coordinator – Upper Highway

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IT Workshop Technician & Coordinator – Upper Highway

IT
KZN

The IT Workshop Technician & Coordinator is the operational backbone of our staging and hardware repair environment. This role is responsible for driving workshop efficiency, performing hands-on hardware diagnostics and repairs, standardising build and imaging pipelines, and coordinating device turnarounds with field and remote support technicians.
 
By taking full ownership of the workshop floor and hardware lifecycle, this role directly increases deployment throughput, reduces turnaround times, maintains stringent quality control, and frees senior engineers to focus on complex escalations and infrastructure projects.
 
Key Duties & Responsibilities
1. Hardware Repair, Diagnostics & Bench Operations
  • Perform detailed physical fault-finding, component replacements (screens, motherboards, batteries, chassis, keyboards), and custom internal upgrades across various desktop and laptop models.
  • Execute automated OS deployments, disk cloning/imaging, driver staging, and complete Microsoft 365 profile configurations.
  • Manage secure data transfers, drive sanitisation/wiping, local backup/restorations, and rigorous post-repair QA checks prior to release.
  • Facilitate hardware warranty claims, component ordering, and vendor returns (RMA tracking).
 
2. Workshop Logistics & Technician Coordination
  • Coordinate incoming and outgoing workshop queues, prioritising urgent hardware tickets and ensuring fast, predictable turnaround times.
  • Act as the central point of contact for onsite and remote technicians needing ready-to-deploy hardware, pre-configured spares, or bench assistance.
  • Maintain physical workshop organisation, track stock levels (RAM, SSDs, adapters, internal parts, build peripherals), and manage the secure intake and dispatch of client assets.
 
3. Escalation & Tier-1 Support Delivery
  • Resolve L1/L2 hardware and OS-level tickets, basic peripheral/printer configurations, and local network connectivity issues.
  • Identify complex network, server, firewall, or advanced cloud issues early, triaging and staging them with comprehensive diagnostic notes for senior engineers.
 
4. Documentation & Process Standardisation
  • Asset & Knowledge Base Accuracy: Update asset management systems (e.g., IT Glue), log serial numbers, warranty statuses, and maintain detailed repair notes in the ticketing platform (e.g., ConnectWise).
  • Document and refine standard operating procedures (SOPs) for hardware testing, OS deployment images, and workshop safety protocols.
 
5. Onsite Staging & Project Assistance
  • Deployment Pre-Staging: Pre-configure and label switches, access points, and rack equipment in the workshop ahead of field deployments.
  • Onsite Execution: Occasionally assist senior project engineers on-site with device rollouts, physical workstation setups, structured cabling runs, and rack-mounting hardware.
 
Requirements & Qualifications
  • Proven hands-on experience diagnosing, assembling, tearing down, and repairing multi-vendor desktop and laptop hardware (Dell, HP, Lenovo, Apple, custom builds).
  • Strong working knowledge of Windows 10/11 reloads, imaging tools, driver management, BIOS/firmware updating, and Microsoft 365 setup.
  • Demonstrated ability to manage physical bench inventory, coordinate staging queues, and communicate hardware readiness with a wider engineering team.
  • Prior experience using PSA/ticketing platforms (ConnectWise, ServiceNow, etc.) and IT documentation platforms (IT Glue).
  • Foundational knowledge of Ethernet cabling, patching, switch ports, Wi-Fi connectivity, and network printers.
  • Strong technical judgment to recognize when an issue requires senior escalation (e.g., core infrastructure, advanced network routing, security incidents).
  • High attention to detail regarding physical assembly, cable dressing, screw/part management, and cosmetic condition of returned devices.
  • A proactive mindset focused on clearing backlogs, keeping bench workspaces clean, and optimizing throughput.
  • Clear, ego-free communicator who coordinates seamlessly with fellow technicians, project managers, and end-users under tight deadlines.