Systems Programmer at Stellenbosch University

Duties

• Providing technical assistance and support for incoming queries and issues from end users;
• Keeping accurate record of repairs and fixes for future reference and maintaining standard operating procedures for call logging, reporting and self-help guides;
• Providing effective telephone and remote assistance (with remote assistance tools) to end users through technical support and troubleshooting;
• Offering timely technical support by asking questions to determine the nature of the problem, responding to emails and giving guidance to resolve the issues either telephonically or remotely;
• Providing assistance for end users with registrations and access to University resources; Acting as the responsible person for enquiries and feedback to the end user for the full lifecycle of the issue;
• Following through with the end user until the issue has been resolved;
• Supporting and maintaining user account information including rights, security and groups;
• Promoting and maintaining the end user profile related to the cybersecurity status, awareness and training;
• Supporting strategic initiatives for the roll-out and implementations related to client infrastructure;
• Providing first line support for cyber security incidents and escalations with a detailed report of the procedures followed;
• Documenting detected malware on the Service Management platform for tracing and audit reporting;
• Acting as roleplayer for the escalation of ITIL processes in alignment with the support framework for Service Management, in other words best practices of the ITIL processes and escalation paths;
• Thorough knowledge of Stellenbosch Universitys academic calendar.

Job Requirements

• A one-year diploma in IT field or a related field with two years¿ experience as a service desk technician;
• Proven experience as a computer technician or a similar role working with the necessary technical expertise, as well as experience working with end users; Thorough knowledge of computer systems and IT components;
• Excellent understanding of Windows operations systems and the Microsoft office applications, including usage rights of licenses. Knowledge of Linux and Apple;
• A valid drivers licence.

Recommendation/Aanbeveling

• Knowledge of computer hardware and software standards;
• Knowledge of the trends and life-cycle of operating systems and software;
• Familiar with the core ITIL processes of service request-, incident-, problem- and change management;
• Knowledgeable about security protocols and data privacy;
• Knowledgeable about software licensing usage rights;
• Knowledgeable about the latest technology trends (operating systems and desktop applications);
• Excellent problem-solving skills to effectively grasp the cause of hardware or software issues;
• Excellent interpersonal relationship skills to enable collaboration with cross-functional teams in IT, as well as the ability to work independently;
• The ability to perform well under stress in a dynamic environment; Excellent telephone skills;
• Excellent customer service and the ability to listen to and understand a client¿s problem;
• Excellent troubleshooting skills by applying confidence, creative and innovative resolutions to problems;
• Excellent verbal and written communication skills; Excellent organisational and time management skills;
• The ability to learn quickly;
• The ability to empower team members through workshops or information sessions;
• The ability to meet deadlines, manage and prioritise requests;
• The ability to adapt to a dynamic environment by keeping abreast of the latest technology, self-study, best practices and standards;
• The ability to routinely think out of the box to solve problems quickly in order to resume normal operations as soon as possible;
• Knowledge of technical documentation, licensing usage rights and policies.