Operations Technical Support - (OPS-005.1) at Royal HaskoningDHV South Africa

General Responsibilities

• Desktop/laptop/mobile computing hardware devices and associated system software; Installs, Moves, Adds, Changes and Decommissioning (IMACD) 
• Problem determination and Resolution 
• Applying workarounds to user incidents 
• Computer asset management, procurement, stock control, installation, and disposal 
• Wi-Fi access points configuration and Office LAN cabling repairs 
• End-User desk-side technical support 
• Ensuring workstations comply with IT security and risk management policies. 
• Network devices/equipment/cables/fiber in remote users’ offices or project offices. 
• Ensuring network equipment complies with IT security and risk management policies. 
• Support for Audio Visual facilities in meeting rooms. 
• Network-attached printers, plotters, scanners, multi-functional devices, and copiers that are attached to the local area network (LAN) (consumables are excluded). 
• Assist users with locally attached peripheral devices (e.g., personal printers and scanners);  
• Business productivity Software, utilities (e.g. security, management and general)  
• Planning and providing end user training/induction on relevant ICT service support processes, new software, applications, and hardware as part of change management and user information. 
• Perform Service Desk Agent duties as and when required. 
• Ensure continual and routine office facilities maintenance 
• Verify and confirm that all planned maintenance activities are performed  
• Ensure that the landlord’s maintenance responsibilities are performed in line with the lease agreement.  
• Escalate facility issues that need the landlord’s attention 
• Issue working certificates and supervise maintenance contractors that are onsite 
• Fix and repair minor facility faults that do not require accredited professionals 
• Inspect and test different systems to ensure compliance with safety regulations 
• Maintain Personal Protective Equipment in line with specifications and regulations 
• Keep office maintenance records up to date (HVAC, Lift, Generator, Plumbing, Elctrical, Fire Extiquishers etc.)
• Verify that office alarms are in functional and working order and act on faults 
• Verify that office access control systems are in working order and act on faults 
• Ensure that the office doors and windows are properly locked and closed daily 

Responsible for time management of jobs scheduled each day.  

• Troubleshoot and complete routine and light repairs in line with identified faults.  
• Assist professional artisans with electrical, plumbing or HVAC repairs 
• Responsible for  minor electrical repairs and maintenance: light bulbs, wiring, circuit breakers, fuses  
• Responsible for general carpentry construction and installation repairs: woodwork, sanding, painting, build cabinets, etc.  
• Responsible for general plumbing activities: Toilets, faucets, fix leaks, etc.  
• Conduct facility and infrastructure repairs: doors, doorknobs, locks, broken tiles, roofing and windows  
• Conduct check-ups on systems and perform any preventative maintenance, escalating the need for any major repairs  
• Assess condition of office assets and schedule repairs where necessary.
• Adjust system settings and conduct performance tests using specialized tools. 
• Keep management up to date and feedback on status and challenges with regards repairs and installations. 

Participation in other TIO team activities

• Participate in TIO knowledge sharing sessions
• Responsible for Facilities audit activities and actioning of findings and observations
• Act as the Health and Safety representative for local office
• Stand in for other TIO team members when requested
• Assist with office reception duties as and when necessary
• Assist with office logistics management, deliveries and driving duties

Minimum qualifications, skills and experience:

• Matric
• A+,N+ and MCSA certification
• A minimum of 5 years in Office Administration or IT administration role
• Drivers License
• ITIL Foundation will be added advantage
• IT Diploma

Behavioural competencies:

• An energetic and enthusiastic team player;
• Strong and assertive;
• Capability to lead a team
• Results orientated, proactive and target driven;
• Ability to meet multiple deadlines and handle pressure; and
• Excellent interpersonal and communication skills.
• Ability to liaise with relevant stakeholders on all levels;