Network Support Technician (P9) (Information & Communication Systems: Campus Support) (Re-advert) at University of Johannesburg

Job description
Job Purpose:

• Provide support of network user edge switches, Wi-Fi Access points, telephones handsets and user cabling. This includes installing, diagnosing, repairing, maintaining, and upgrading all networking edge equipment to ensure optimal network performance. This role will provide guidance to technicians on PC hardware installation, maintenance, troubleshooting, and offer end-user support. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.

Responsibilities:
Service excellence:

• Adhere and sustains to prescribed SLA’s for incidents
• Maintain 98% availability on Network, telephony and Wi-Fi
• Ensure less than 2% repeat calls
• Meet and maintains customer expectations
• Resolve incidents within the given SLA
• Provide quantified feedback on Incidents and services requests after customer feedback
• Deliver the same consistent quality of service to all customer
• Increase customer satisfaction
• Ensure 100% of Incidents reported are resolved
• Take ownership of incidents and service requests and see it through the resolution
• Track and follow up on IT requests on behalf of the user
• Focus on business needs while providing customers with the best possible service
• Contribute to ensuring the Service Catalogue is a living document

Operational support:

• Provide Desktop Support to Technicians, ensuring quick and efficient IT support for UJ staff.
• Perform daily network and telephony systems health checks.
• Utilize prescribed software for management and monitoring.
• Ensure the labelling of network devices and uplink cables.
• Maintain a neat and tidy network rooms.
• Provide daily and scheduled preventative maintenance.
• Perform onsite analysis, diagnosis, and resolution of complex network problems and implements corrective solutions.
• Collaborate with network administrators to ensure efficient operation of the staff computing environment.
• Receive and responds to incoming calls, pages, and/or e-mails regarding network.
• Answer to and performs moves, adds and changes (MAC) requests as they are submitted by the Service Desk.
• Prepare tests and applications for monitoring network performance, then provides performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring network operations.
• Develop and maintains an inventory of all network equipment at your campus.
• Accurately document instance of network equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and network equipment vendors.

Professional administration:

• Documents Incident and service request correctly.
• Documents computer asset management.
• Conducts research on desktop products in the Network Environment.
• Strict adherence to university and ICS policies, standards, processes and procedures.
• All devices to be named according to approved host naming standard.

IT Asset Lifecycle Management:

• Track and maintain inventory of IT equipment, ensuring proper allocation and return of devices.
• Ensure the campus IT asset register/system is consistently updated and accurately maintained.

Minimum requirements

• Grade 12 (Matric)
• National Diploma in IT (NQF level 6 or equivalent)
• A Certification or equivalent
• N Certification or equivalent
• ITIL Foundation
• Three (3) to five (5) years of job- related experience
• Desktop Support ( 3 years)
• Apple Support
• Network Experience
• Extensive knowledge of Windows Desktop support
• Basic Windows Server and Active Directory support
• Computer IP Network and Telephony Principles (WAN and WAN)
• Understanding of network protocols
• Understanding of analogue and IP telephone systems

Competencies and Behavioural Attributes:

• Excellent Troubleshooting Skills
• Network Support
• Basic Server admin
• ITIL Service Management
• Excellent communication skills
• Excellent Customer Relations Skills
• Customer focused
• Knowledge of IT policies and procedures
• Collaboration
• Quality Driven
• Results Driven

Recommendations:

• Degree in IT (NQF 7) or equivalent qualification
• ITIL v3 Foundation.
• A Certification or equivalent
• N Certification or equivalent
• IT Management within Higher Education

Working conditions:

• Might be required to work outside normal working hours from time to time
• May be required to travel between campuses
• Maybe placed at any campus
• Shift Work

Deadline:8th August,2025