Audio Visual Technical Support Engineer (Post Level 13) (1 Position) (Job ID: 5840) at University of the Free State

Duties and responsibilities:

Technical Support

• Provide technical support for hardware and software by performing troubleshooting, root-cause analysis, and resolution of requests/incidents.
• Provide efficient and effective customer service to the user.
• Provide after-hours audio-visual technical support, as needed.
• Install audio visual technologies.
• Deploy and install software inclusive of system software, productivity software and applicable driver software.
• Relocate audio visual equipment as per operational requirement.
• Troubleshoot and resolve hardware or software related incidents.
• Research, test and evaluate new technologies on request.
• Provide technical onsite support during special events on and off campus.
• Perform incident and service request classification and prioritization. 
• Prioritize requests, incidents and problems to ensure high service levels. 
• Provide audio visual and streaming support for events and activities throughout campus.
• Perform preventative maintenance on audio visual equipment and venue workstations.

Relationship Support

• Ensure client satisfaction by adhering to SLA’s.
• Ensure clear and effective communication to manage relationships and needs/requirements.
• Establish and maintain healthy and professional relationships with function-related stakeholders.
• Liaise with the Lead: ICTS Audio Visual Deployment and Maintenance Management to escalate any issues to receive the required attention.

Quality Assurance

• Adhere to, and contribute to all relevant policies, procedures, standards, and guidelines.
• Contribute and support the review and drafting of the relevant SOPs, as required.

Professional Development

• Fulfil all responsibilities regarding performance management.
• Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses.

Inherent requirements:

• National vocational certificate on NQF Level 4.
• Minimum of one (1) year’s relevant working experience relating to the duties and responsibilities.

Recommendations:

• Higher Certificate on NQF Level 5  in a related field to the duties set out above.

Professional certification in one or more of the following:

• Comptia A+ 
• Comptia N+
• Crestron certification
• Molex Certification
• Dante AV networking
• Kramer AV certified
• Valid driver’s license

Competencies

Required competencies: 

Results oriented.

• The ability to cope with a frequently changing environment and to adapt to evolving situations. 
• The ability to be reliable, responsible, dependable and to fulfil obligations.

Strategic thinking.

• The ability to deal with several activities at a time.
• The ability to focus on details, work towards perfection, and approach work in a neat and organised manner.

Business Acumen:

• The ability to adhere to rules and strictly follow work regulations.
• Proficient in using MS Office.

Leading.

• The ability to maintain high levels of personal motivation, energy, and enthusiasm.
• The ability to be cooperative with others, display a good-natured attitude and encourage people to work together.

Building coalitions

• The ability to be self-assured and at ease with people in all types of social situations.
• The ability to be sensitive and understanding to the needs and feelings of others.

Please ensure that all relevant documentation is attached to your application. 

• A detailed curriculum vitae and cover letter. 
• Copies of qualifications (please provide the SAQA accreditation in the case of foreign qualifications).
• A copy of your identity document (ID or passport in the case of foreign nationals).
• Proof of registration with a Professional Body (if applicable).
• A copy of your driver’s license (if applicable).
• Confirmation of employment from current employer / last employer if unemployed (only applicable to external applicants).