Junior Systems Administrator: Service Desk (Post Level 10) at Stellenbosch University

Ref. EBW15/157/0725
Duties/Pligte        
ICT Service Centre:     

• Providing support to all clients on Bellville Park Campus (students, support staff, faculty, management, etc.).
• Promptly answering telephone calls coming into the Service Centre.
• Picking up and resolving request tickets logged on the Service Centre portal according to the Service Centre¿s SLAs.
• Taking ownership of requests and ensuring that request tickets are kept updated and incidents are managed, prioritised, and escalated efficiently.
• Providing hardware support for all Stellenbosch University-owned client devices (workstations, laptops, projectors, printers, etc.).
• Providing software support for all Stellenbosch University-approved software.
• Imaging new devices (laptops, workstations), as well as backing up and transferring user data between devices.
• Administrating staff and student cards and access control.
• Assisting with maintaining an inventory of all ICT equipment and ensuring timely updates and replacements.
• Undertaking any other tasks or once-off projects which may be assigned from time to time.     

Classroom Support:    

• Setting up classrooms for blended/hybrid streaming (Zoom and MS Teams).
• Supporting lecturers with audio, video, and technical requirements in the classroom.

Job Requirements/Pos Vereistes        

• A relevant NQF 6 qualification, such as a national diploma or advanced certificate, with two years' relevant work experience, OR an NQF 5 qualification with three years' relevant work experience.
• Microsoft Fundamentals, CompTIA A+, CompTIA N+, CompTIA ITF+, or equivalent certification.
• Competency in Microsoft Office 365 with proven experience in supporting and troubleshooting Microsoft 365 applications.
• An understanding of MFA platforms such as Microsoft Authenticator.
• Familiarity with basic cybersecurity principles such as secure password practices and phishing recognition.
• Experience with troubleshooting technical issues on PCs, laptops, and printers.
• A natural problem-solver who enjoys figuring things out, and who has the ability to apply critical thinking to identify, diagnose, and resolve technical problems efficiently.
• The ability to assess the urgency of customer requests and prioritise to assist or to escalate accordingly.
• The ability to provide effective and accurate information when dealing with customer enquiries.
• The ability to communicate clearly and professionally in English with all end-users.
• The ability to ensure that all written communication in English, such as emails and responses on ICT tickets, are grammatically correct and without spelling errors or typos.
• Willingness to work in shifts to provide after-hours support.
• Excellent interpersonal and customer service skills to effectively communicate with end-users.
• A team player that focuses on the success of the team, and not on individual gain.
• An eagerness to learn more and grow professionally.
• The ability to function independently and take responsibility for your outputs.
• The ability to function under pressure without compromising accuracy.
• High-level organisational abilities and strong attention to detail.
• The ability to triage requests based on urgency and effort to ensure that requests are completed according to impact.
• Committed to furthering your studies in the IT field (obtaining Intermediate Microsoft Certification, CompTIA Tech+, or equivalent two-year IT qualification).

Recommendation/Aanbeveling        

• Bachelor's degree, B-Tech, or advanced diploma.
• MCSA, Intermediate Microsoft Certification, CompTIA Tech+, or equivalent two-year IT qualification.
• Knowledge of the Moodle eLearning system.
• Knowledge of video conferencing tools such as Zoom and Microsoft Teams.
• Knowledge of Cloud Services.
• ITIL Foundation (v3) certificate.
• Competency in MacOS.
• Fluent in additional official South African languages other than English.

Closing Date: 21-Jul-2025