IT Support Technician at Sun International

Responsible for providing technical support to users including performing desktop software and hardware installation; troubleshooting problem areas (in person, or remotely) and providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work.

Education

• Matric or equivalent
• 2-Year Diploma in IT or equivalent NQF Level 6 in IT
• MCSE, ITIL Foundation Certification is an advantage
• Meets all requirements for a Gaming licence
• Ability to solve complex problems
• Manage and mitigate risks

Experience

• Minimum of 2 year relevant IT industry experience

Skills and Knowledge

Technical competencies

• Technical acumen
• Risk Management skills
• Listening skills
• Telephone skills
• Understanding of Technology Operations
• Infrastructure Knowledge
• Client Computing
• Gaming Product and Service Knowledge
• Hospitality Product and Service Knowledge

Behavioural competencies

• Problem solving
• Assessing and evaluating information
• Initiative
• Decision-making skills
• Dealing with customers

Key Performance Areas

Stabilised Data Centre Environment

• Detect and respond to technical problems
• Identify opportunities for continuous improvements and respond to feedback from service statistics / information (CSIP)
• Maintain the business unit computer services and equipment ensuring the configuration of the environment is in line with best practice
• Make recommendations on computer products or equipment to improve company productivity.
• Store a spare parts inventory of systems, subsystems and component parts used in repair work.

User Engagement

• Respond to incidents logged by end-users that cannot be resolved telephonically
• Provide desktop support by using diagnostics to facilitate prompt resolution where possible
• Provide feedback to the service desk on resolution of incidents
• Coach end-users in the use of certain software

Desktop Installations

• Make preparations for the installation of software
• Install or update required hardware and software
• Update SOPS and communicate with regard to resources
• Update repository of standards

Vendor Engagement

• Liaise with vendors with regards parts, repairs, services
• Schedule logistics if required
• Escalate issues identified if relevant
• Attend Vendor management meetings if required
• Complete orders for approval with regards work completed