Senior IT Technician (2 POSITIONS) M000008/M000009 at North West University

PURPOSE OF THE POSITION

• Provide a Service Desk and information communication technology installation, maintenance and support function to NWU users to support their business functions. The responsibilities includes: timely and effective processing and resolution of all information technology and telecommunication incidents, problems and requests following agreed procedures and acting as liaison between users and information technology department on problem areas, managing client expectations.

KEY RESPONSIBILITIES:

Service Desk and Incident Management

• Log, analyse, investigate, escalate, monitor, track, resolve, and close complex incidents, problems and requests reported by telephone, request system, e-mail or walk-in, within service level and escalate to responsible agent where applicable by applying the Incident Management Process.
• Escalate complex problems to appropriate support team and coordinate rapid resolution thereof.
• Monitor progress of escalated tickets to ensure resolution by assigned agent within service level.
• Manage incident until completion.
• Identify recurring incidents by conducting trend analysis.
• Determine absolute cause of incidents by recreating the issues in test environment or reviewing system design.

Infrastructure Support

• Assist with the investigation and resolution of hardware, software network problems within service level an applying applicable process.
• Install, support and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed availability
• Build and cast images as assigned by applying the applicable process and ensuring agreed availability.
• Execute hardware replacement strategy as assigned by applying the applicable process
• Execute routine system checks and backups as assigned
• Monitor and report maintenance and support physical infrastructure in central IT spaces by applying applicable process, ensuring agreed availability, resolution within service level and adherence to Occupational Health and Safety Standards.
• Provide IT standby service as assigned.

Client liaison

• Update user on progress and status of ticket.
• Provide advice on IT policy, guidelines, procedures and systems.
• Provide training on IT services and infrastructure (software, hardware, data and voice networks) as assigned.
• Market IT services.
• Handle general IT queries.

Administration

• Keep relevant IT documents and systems up-to-date.
• Contribute to the development/reviewing of procedures, processes and standards.
• Liaise with identified external suppliers on service requests as required.
• Do quality control by applying the applicable process.
• Execute supervisory responsibilities as assigned.
• Comply with general NWU responsibilities for staff.

Projects

• Participate in projects in assigned role ensuring successful completion of the project.

Minimum requirements

• A bachelor’s degree/advanced diploma (NQF level 7) in Information Technology..
• A minimum of four (4) years’ work experience in hardware architecture and assembly, software and network support.
• A minimum of four (4) years’ work experience in service desk support.

ADDED ADVANTAGE:

• A National Diploma in Information Technology (NQF level 6).
• An IT certificate with specialisation in A ; N ; ITIL.
• A minimum of two (2) years’ supervision experience.

KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:

• In-depth knowledge of standard software programs (eg MS Office, Windows Operating Systems, Email and internet).
• General knowledge of network operating systems.
• Broad knowledge on image management systems.
• In-depth knowledge of information communication technology.
• Have a valid and applicable RSA driver’s license.
• Excellent problem resolution skills.
• Excellent customer service skills.
• Have good telephone ethics and communication skills.

KEY BEHAVIOURAL COMPETENCIES:

• Ability to manage time effectively.
• Adapt to diverse organisational environments.
• Ability to maintain strict confidentiality in performing duties.
• Ability to develop good relations with all stakeholders.
• Ability to work well in a team environment as well as independently.
• Ability to work under pressure and maintain professionalism.
• Adapt to diverse organisational environments.
• Ability to maintain strict confidentiality and data security in performing duties.