IT Laboratory Administrator - Department of Information Technology Services at University of Pretoria/Universiteit van Pretoria

JOB PURPOSE:

To provide computer related maintenance and support, and administer the service delivery processes and procedures in the student computing environments in line with policies and procedures. Ensure service delivery in line with the strategic plans for the division. This position involves the incumbent to oversee a number of computer rooms and facilities, and to act as a campus team leader, with impact up to second line support. The total number of computers range from 200 to 1000. Specialist technical capabilities, and overseeing operations.

RESPONSIBILITIES:

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

• Client service and communication:
• Liaise with relevant stakeholders to ensure that computer systems are updated and operational problems escalated;
• Provide line management with feedback on internal processes as required;
• Provide guidelines and work output schedules to teams for labs to operate; 
• Provide leadership and assistance to staff in order to resolve problems in the computer facility;
• Ensure that operational data is captured as per standard operating procedure (SOP);
• Compile reports and submit as required;
• Ensure that all onsite and remote support Helpdesk functions are managed according to SOP;
• Compile and distribute customer satisfaction surveys;

Facilities management:

• Identify requirements for the computer facilities and ensure that the facilities are up to specification in terms of hardware and software;
• Ensure that facility management checks, health and safety reports, and facility security checks are performed on a regular basis and relevant issues are escalated and followed up; 
• Monitor systems to ensure the availability as per agreed service level agreements (SLA);
• Maintain facility schedules, schedule teams, and confirm booking/s;
• Monitor the computer facilities’ capacity and performance to determine future requirements and technologies;
• Monitor and ensure that IT infrastructure within the computer facility is operational;
• Ensure maintenance (preventive and corrective) is optimised;
• Monitor and optimise Image Casting- and other lab management software package usage;
• Write program scripts and other queries as required;

Incident management:

• Perform up to second line support functions, and escalate to relevant stakeholder;
• Manage escalation and follow-up/implementation;
• Identify process related challenges and update processes;
• Attend to operations at other computer facilities as required by management team; 

Computer based testing (CBT):

• Set up general test administration processes as per client’s request and oversee the processes;
• Identify assessment process challenges and improve accordingly;
• Consult with lecturers and confirm test requirements are met as per assessment policy;
• Ensure that computer equipment meet strict CBT standards, and that assessment policies and standards are adhered to;
• Ensure that all external certification requirements and standards are implemented accordingly;
• Manage technical problems escalated during an assessment;

Team leadership and supervision:

• Recruit and appoint Student Assistants;
• Ensure that deadlines regarding Student Assistant claims and documentation are adhered to;
• Schedule and supervise Student Assistants;
• Provide training to permanent and student staff on technical systems and processes;
• Compile technical guides, user manuals, and installation guides for all systems used in the environment;
• Manage implementation of relevant system and processes; 
• Serve as system and process custodian for one or more systems/software and processes;
• Ensure that system and process upgrades are planned and documented; 
• Ensure that all functions of electronic systems are used to full efficiency;
• Contribute to the project teams to provide technical leadership, and assist with project planning, testing and implementation.

MINIMUM REQUIREMENTS:

• Grade 12; WITH
• A total of five years’ experience in:
• Performing a supervisory role in charge of the various aspects of a higher education computer facility, with a capacity of 100 computers or more;
• Supervision of staff;
• Implementing and supervising image casting methods (Technical experience);
• Implementing and using various lab management systems;
• Maintaining computers for multiple user groups, using different hardware and software;
• Assisting clients with technical or other Helpdesk related enquiries;
• Working with Microsoft AD to manage workstations.
• OR
• A three-year National Diploma in IT; WITH
• A total of three years’ experience in:
• Performing a supervisory role in charge of the various aspects of a higher education computer facility, with a capacity of 100 computers or more;
• Supervision of staff;
• Implementing and supervising image casting methods (Technical experience);
• Implementing and using various lab management systems;
• Maintaining computers for multiple user groups, using different hardware and software;
• Assisting clients with technical or other Helpdesk related enquiries;
• Working with Microsoft AD to manage workstations.