Senior ICT Support - Johannesburg at IIE Rosebank College

Duties and Responsibilities:

Infrastructure

•  Conducts daily checks on the IT infrastructure (LAN, WLAN, WAN, etc…) to monitor up time requirements and ensure that systems are running optimally.
• Installs new servers when required.
• Coordinates the deployment of systems and infrastructure within the campus.
• Ensures that the necessary security protocols and maintenance procedures for the campus are followed and executed timeously which includes, but not limited to software patching/updates, Bitlocker compliance, Antimalware compliance, SCO alerts, device imagine, and SCCM compliance.
• Interacts and liaises with vendors or service providers for support and troubleshooting where necessary.

Staff supervision

•  Ensures that the campus has the necessary ICT support during operational hours
• Co-ordinates and oversees campus ICT support staff activities and engages in short to medium term tactical planning.
• Provides input into the ICT support’s interview and hiring process, leave request, appraisals, and KPA setting.
• Provide mentorship to ICT Supports
• Develops succession plan for ICT.

Service Delivery Escalations

• Diagnoses and troubleshoots hardware and software issues that are escalated from ICT Supports and complies and uploads KB articles for future reference.
• Attends to, defines, documents and hands back to the ICT Support any escalated ICT Support request that is not on the catalogue of services.
• Administers and maintains software, as per the agreed software list.
• Oversees the campus’s ICT Service Desk to ensure calls are correctly allocated and timeously addressed.

Minimum Requirements:

•  3-Year Diploma (NQF6) in Information Technology
• At least 3 years’ experience as ICT Support/Service Desk agent
• Knowledge of Standard Operating Systems
• Experience in an academic setting will be advantageous.
• Valid Driver’s License
• Saturday work is required.