Communications and Technical Support Coordinator - Department of Enrolment and Student Administration at University of Pretoria/Universiteit van Pretoria

JOB PURPOSE:

• The incumbent will provide technical support to ensure that the operational activities of DESA are not interrupted and provide support for the Student Services Unit. Technical support includes detecting IT issues and resolution, engagement and communications processes and procedures for the department.

RESPONSIBILITIES:

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

Application, hardware and software support: 

• Provide application, hardware and software support specific to Student Services functions across all campuses;
• Troubleshoot and resolve technical challenges;
• Provide backup and support for the student portal;
• Escalate technical challenges in detail to the Department of Information Technology Services (ITS), where required;
• Liaise with the Department of Security Services about technical problems with the printing of campus access cards;
• Maintain the access cards printing hardware; 
• Maintain the queue control application and the Call Centre system; 
• Create, support and maintain the Sequel (SQL) databases;
• Set up applications, hardware and software required for DESA projects; 
• Assist in annual registration project, set-up and maintenance;
• Conduct benchmark research and implement the latest developments in the field in liaison with management;
• Suggest innovative solutions for technical support and communication to management for consideration and implementation;
• Liaise with external service provider for resolution of incidents reported;
• Draft and submit reports as required;

Communication with staff and students: 

• Provide advice to DESA on technical requirements for updating the DESA website;
• Configure the template and consider the technical specifications required to send out short communication messages and emails;
• Liaise with the Communication Unit about messages to students and the use of social media;
• Sent urgent Short Message Service (SMS) messages to students to communicate information;
• Send emails as required for additional information to students;

Web maintenance: 

• Update and maintain all DESA web developments and improvements;
• Liaise with the relevant stakeholder to ensure the website provides institutional information;
• Manage podcasts (PODs) and videos for web pages.

MINIMUM REQUIREMENTS:

• Relevant Bachelor/BTech degree; WITH

Three years’ experience in:

• Systems support;
• Working in an academic institution;
• Web development and maintenance;
• Technical support for products from external service providers;
• Maintenance of user support workstations;
• Communication systems;

OR

• A three-year National Diploma; WITH

Five years’ experience in:

• Systems support;
• Working in an academic institution;
• Web development and maintenance;
• Technical support for products from external service providers;
• Maintenance of user support workstations;
• Communication systems.

REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

• Ability to quickly identify the root of a problem;
• Knowledge of IT technology concepts;
• Effective time and priority management;
• Self-restraint, tolerant and self-driven;
• Ability to perform different jobs/multi-task;
• Ability to perform under pressure;
• Knowledge of web programming;
• Knowledge of HTML;
• Recognize errors or system malfunctions;
• Computer skills;
• Systematic and methodical;
• Good communication skills;
• Understanding of client relationship management;
• Persistence;
• Independence and self-motivated, with integrity and high work ethic;

Ability to:

• Negotiate with external service providers;
• Quickly conclude and log a request;
• Envisage the problem from the user’s perspective and computer literacy level;
• Form a full picture and identify the cause of a disturbance in the procedures.

ADDED ADVANTAGES AND PREFERENCES:

• Applicable honours degree;
• Systems support qualification;
• One to three years’ experience in student support and advice;
• Two years’ support and problem-solving experience;
• Strong background in an academic environment;
• Technical support/problem-solving in systems, and web support;
• Sequel SQL Database management, creating, supporting and maintenance of SQL Databases;
• Syllabus Plus, Course Planner and Resource Booker and SQL Reporting Service;
• General IT qualifications;
• Valid driver’s licence.