Support Technician at South African National Blood Service (SANBS)

Introduction

• To support the ICT infrastructure by adhering to Service Level Agreement (SLA’s), policies, and ensuring the implementation possible solutions of best practice.

Job description

KPA 1 Customer Satisfaction
KPI

• Provide excellent customer service at all times.
• Ensure that agreed service levels are adhered to.
• Prioritise and manage own work to ensure all assigned tasks are successfully completed.
• Adhere to ICT policies and procedures.
• Offers appropriate advice to users on application features.
• Ensure that all face-to-face contact with customer is dealt with in a technically proficient and friendly manner.

KPA 2 Effective Problem Resolution Of ICT Infrastructure Incidents And Problems

KPI

• Demonstrate technical proficiency in troubleshooting of queries.
• Adhere to agreed ICT SLA.
• Ensure that the best possible solution is provided to ensure a satisfactory outcome to customer’s requests.
• Diagnose software and hardware problems and provides practical solutions.
• Assists with the installation, configuring and maintenance of infrastructure.
• Travels to Branches / Regions to resolve queries and during specific project executions.
• Provides stand by duties as and when required.

KPA 3 Assists with Disaster Recovery and Business Continuity Plans

KPI

• Assists the Network Engineer and Network Analyst with testing and executing the ICT Infrastructure Business Continuity plans as and when required.
• Test and executes the Disaster Recovery Procedures.
• Perform regular backups of data.

KPA 4 Project Participation

KPI

• Adheres to project time lines.
• Communicate on the status of assigned project tasks.
• Adheres to SANBS project management methodology.

KPA 5 Optimisation of Infrastructure

KPI

• Provide input into purchase decisions for network infrastructure.
• Provide suitable alternatives in procuring IT Infrastructure.
• Implement and adhere to IT Policies and procedures.
• Provide the best or appropriate solution.
• Offer advice to users on application features.

KPA 6 Controlling User Access And The Use Of Network Resources

KPI

• Maintain and control user access and the use of network resources as per the company policies.
• Inactivating and or deleting users on Active Directory as per Staff exit list.
• Creating and maintaining user accounts on Active Directory.as per new user requests.

KPA 7 Systems and Network Support

KPI

• Implement and adhere to IT Policies and procedures.
• Offer advice to users on application features.
• Provide first line support of network and servers.
• Provide first line network support for WAN.
• Patching and tracing of network points.
• Ensure connectivity for users to appropriate network resources by making sure network configuration is correct.

Competencies.

• Cognitive
• Analytical Thinking
• Attention to Detail
• Judgement and Decision Making
• Problem Solving
• Planning, organising and monitoring

Personal

• Flexibility and Adaptability
• Resilience and Stress Management
• Drive and Belief in the Cause
• monitoring Ethical Behaviour

Interpersonal 

• Customer Service Orientation
• Relationship Building Skills
• Teamwork
• Communication
• Knowledge Sharing 

 Prof. technical

• Troubleshooting skills.
• Administrative skills.
• Technical Skills/ Competence.

Leadership

• Customer Service orientation
• Ethical Behaviour 
• Excellence orientation
• Engaging Diversity
• Teamwork

Minimum requirements

Education

• Grade 12
• Two or more of the following certifications:
• CompTIA A , CompTIA N , MCSE, MCP, MCSA, an IT related degree or diploma.

Experience and knowledge requirements

• At least 1 year experience in any of the following roles: Support Technician or Network Engineer.
• Active Directory experience.

Other (knowledge and skills)

• Valid  driver’s license