Senior IT Technician (V000013) at North West University

Job description

PURPOSE OF THE POSITION

To provide an advanced service desk and information communication technology installation, maintenance, and support function to internal departmental staff and NWU users to support their business functions the responsibilities include:

• Timely and effective processing and resolution of all information technology and telecommunication,
• incidents, problems, and requests following agreed procedures.
• Coordinating the rapid and appropriate response for escalated higher-level problem resolution.
• Providing advice on both new and established systems.
• Conducting trend analysis of series data to determine common occurrences and recurring issues.
• Determining absolute cause of problems by either recreating the issues in a test environment or
• reviewing system design.
• Providing training for Users as assigned.
• Acting as liaison between Users and information technology department on problem areas, managing
• client expectations.
• May have supervisory responsibilities as assigned.
• Participate in projects and tasks. 

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.
• Assists with escalated service tickets and complicated situations.
• 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 and 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 of 3rd Party supported systems and physical infrastructure in central IT and teaching and learning 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.
• Works with vendors to determine warranty or repair status.

Client liaison

• Update User on progress and status of ticket.
• Provide advice on IT policy, guidelines, procedures, and systems.
• Provide training on services when required.
• Market IT services.
• Handle general IT queries.
• Liaison between Users and information technology department on problem areas, managing client expectations.

Staff Supervision

• Orient and train staff on routine functions and activities as assigned.
• Provide appropriate mentorship, coaching and guidance of staff as assigned.
• Act on behalf of supervisor when assigned to do so.

Administration

• Keep relevant IT documents up to date.
• Initiate, contribute to the development/reviewing of procedures, processes, and standards.
• Ensure that technical procedures and solutions are documented and updated.
• 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  

• Coordinate projects in assigned role ensuring successful completion of the project.
• Assign tasks and roles to participating members.

Minimum requirements

• An advanced diploma/degree (NQF Level 7) in Information Technology or related field.
• An A or N IT Certificate.
• A minimum of (six) 6 years’ experience in hardware architecture and assembly.
• A minimum of (six) 6 years’ experience in software and network support.
• A minimum of (four) 4 years’ experience in service desk.

ADDED ADVANTAGES:

• ITIL Certificate.
• A minimum of two (2) years’ supervision experience.

KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:

• In-depth knowledge of standard software programs (e.g. 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.
• Broad knowledge of standard software programs (e.g., MS Office, Operating Systems, Email and internet) and 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.

CLOSING DATE: 28 August 2025