IT Support Technician at Sun International

Job Purpose
Responsible for the timely and effective response to the full spectrum of IT user queries and problems by providing technical support to users including performing desktop software and hardware installation; performing routine maintenance on data centre equipment, troubleshooting problem areas (in person, or remotely), providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work with the aim of ensuring the optimal delivery of IT services  to the business without interruption.

Education

• Matric or equivalent
• 2-Year Diploma in IT or equivalent NQF Level 6 in IT
• MCSE, ITIL Foundation Certification is an advantage

Experience

• Minimum of 2-year relevant IT industry experience
• Ability to solve complex problems
• Manage and mitigate risks
• Meets all requirements for a Gaming license

Skills and Knowledge
Core behavioural competencies

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

Technical / proficiency competencies

• Technical acumen
• Risk Management skills
• Listening skills
• Telephone skills
• IPTV Technologies
• Good networking knowledge
• Understanding of Technology Operations
• Infrastructure Knowledge
• Client Computing
• Gaming Product and Service Knowledge
• Hospitality Product and Service Knowledge
• Work conditions and special requirements
• Able to work shifts and weekends
• May be required to work overtime in line with operational requirements

Key Performance Areas
Duties and responsibilities include:

• Incident Management
• Respond telephonically to user issues
• Identify user information
• Log incidents / calls and complete checklists
• Conduct telephonic diagnostics to facilitate prompt resolution where possible
• Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
• Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents

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

• Answer calls received promptly and treat all clients with respect
• Analysis’s severity of the issue i.e. high, medium, low
• Elicit caller information for mandatory fields
• Capture information accurately and efficiently into the system
• Respond to incidents logged by end-users that cannot be resolved telephonically
• Provide desktop support by using diagnostics to facilitate prompt resolution where possible
• Complaints, disputes and suggestions are actioned / escalated as per SOP
• Service delivered as per SOP
• 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

Closing Date: 10th, July 2022