Audio Visual IT Technician - Department of Information Technology Services at University of Pretoria/Universiteit van Pretoria

RESPONSIBILITIES:

The successful candidates’ responsibilities will include, but are not limited to:

• Provide support to lecturers and non-academic staff:

Provide 2nd line support to lecturers to ensure:

• The client's AV need is understood;
• The right equipment is set up as determined by the needs analysis;
• The right equipment is available at the right time and place;
• Diagnose and solve AV technical issues in critical timeframes across geographically dispersed locations; 
• Identify AV technical issues based on user service request;
• Escalate unresolved client AV challenges to 3rd-level IT support; 
• Provide in-person and telephonic assistance related to AV problems in our venues;

Provide IT support in collaboration with workstation support technicians:

• Assist with support on the computer as per the team leader's directive;
• Assist with software problems on the computer as per the team leader's directive;
• Configure the University of Pretoria’s enterprise Wi-Fi on devices; 
• Provide basic maintenance of Podium machines;

Maintenance:

• Provide 1st line maintenance on AV and electronic equipment (Technical task);
• Replace faulty or old AV equipment part of the system;
• Ensure that calls are logged for venues to be maintained and operational at all times per agreement;
• Inspect venue and report structures, including cleanliness, operation, and general appearance for all AV equipment; 
• Escalate unresolved maintenance problems to the 3rd level;
• Conduct equipment audit to maintain asset register as required:
• Report discrepancies regarding equipment;

Installation and repair:

• Repair and/or replace damaged video and audio cables;
• Repair overhead projectors, including bulb replacement;
• Install and wire Audio Visual equipment;

Participation in events:

• Provide support to an event by being a selected member of an event's team that will be responsible for AV systems;
• Set up fixed and temporary installations of audio-visual systems; 
• Provide after-hours support when scheduled; 
• Operate AV equipment for selected events; and troubleshoot and resolve problems;
• Select suitable equipment and ensure the safe return of the equipment from the store;
• Assess the operability of equipment;

Communication and teamwork:

• Liaise with team members to share real-time information;
• Provide feedback on issues regarding incidents, changes, or configuration changes;
• Monitor incident ticket completion that keeps the end user informed of the status; 
• Liaise with all parties involved in incident handling; 
• Communicate additional user requirement to management;
• Report non-standard implementations;

Ticket handling:

• Enter user and service request information into the ESM solution to open an incident ticket;
• Diagnose and resolve user incident ticket;
• Escalate the request to the team leader or 3rd level where a solution is not available;
• Monitor incident ticket completion and keep end user informed of status; 
• Close out incident ticket in ESM solution upon completion; 
• Adhere to technical support policies, procedures, and processes in order to meet customer needs; 
• Resolve incidents upon the SLA of each such ticket.

MINIMUM REQUIREMENTS:

• A relevant National three-year Diploma, with:

A total of two years’ experience in: 

• Computer operating and setup skills;
• Electronic repairs;
• Maintenance and repair of audio-visual systems;
• Support of audio-visual system;
• Valid driver’s license;
• Certificate in computer software, e.g., N+ or relevant;
• Working at heights certificate;

OR

• Grade 12; with

A total of four years’ experience in: 

• Computer operating and setup skills;
• Electronic repairs;
• Maintenance and repair of audio-visual systems;
• Support of audio-visual system;
• Valid driver’s license;
• Certificate in computer software, e.g., N+ or relevant