Workstation Support Technician - Department of Information Technology Services at University of Pretoria/Universiteit van Pretoria

JOB PURPOSE: 

• To provide the University of Pretoria's staff with world-class workstation support, ensuring business continuity and the smooth operation of all workstations.
• This includes delivering fast, efficient, and state-of-the-art solutions to problems related to workstations, peripherals, and telephony.
• The role also requires contributing to and participating in various projects.

RESPONSIBILITIES:

• The successful candidate’s responsibilities will include, but are not limited to:
• Problem solving of end-user device software:
• Maintain the standardised software on the end-user devices of staff and postgraduate students (client);
• Update end-user device software;
• Troubleshoot and solve problems on end-user devices;
• Identify technical issues based on users’ service requests;
• Install end-user device software;
• Sanitise end-user devices for redeployment or write-off;
• Provide remote or in-person support as required;
• Adhere to cybersecurity guidelines;

Problem solving of end-user device hardware:

• Identify technical issues based on user’s service requests;
• Ensure the good working condition of hardware;
• Resolve problems regarding end-user hardware;
• Install peripherals and troubleshoot interconnectivity and functionality;
• Escalate relevant problems to the preferred vendors; 

Problem solving of infrastructure:

• Identify technical issues based on users’ service requests, and create and maintain user profiles on the workstation;
• Ensure the good working condition of telephony and related equipment;
• Determine the source of network problems;
• Replace broken fly leads, and provide technical support in terms of workstation hardware administration;
• Escalate problems to ITS Infrastructure or vendors when required;

Communication and teamwork:

• Liaise with team members and adhere to the team effort within ITS;
• Provide feedback on issues regarding incidents, changes, or configuration changes;
• Liaise with the relevant stakeholders involved in the handling of the incidents;
• Communicate to management when a discrepancy in the current standard offered and the user requirements arises;
• Report back on new technology being used or requested by the end users;

Incident and request management:

• Attend to service requests on the Enterprise Service Management (ESM) platform;
• Assist with audio-visual connectivity for non-teaching venues when required;
• Diagnose and resolve service requests, and escalate the request to the relevant team when a solution is not available;
• Monitor service request completion, and keep the end user apprised of status;
• Update the Service Request on the EMS platform throughout the process;
• Document the solution and close out the service request upon completion;
• Adhere to the technical support policies, procedures and processes, to meet customer needs;
• Maintain adherence to all Service Level Agreements (SLAs) and Operational Level Agreements (OLAs);

Research and documentation:

• Develop methodologies which can be documented and shared;
• Find technical solutions often not clearly set out in technical sources;
• Document procedures, processes, and configurations of software and hardware.

MINIMUM REQUIREMENTS:

• A relevant three-year National Diploma, with Three years’ experience in:
• End-user device support in an enterprise network environment;
• Hardware and software troubleshooting and setup; 
• Microsoft operating systems;
• A valid driver’s license;
• ITIL 4 Foundation;
• A+, N+, and Microsoft 365 certification;
• OR
• Grade 12 certificate, with Five years’ experience in:
• End-user device support in an enterprise network environment;
• Hardware and software troubleshooting and setup; 
• Microsoft operating systems;
• A valid driver’s license;
• ITIL 4 Foundation;
• A+, N+, and Microsoft 365 certification.

REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

Knowledge:

• IT infrastructure (servers, networks, etc);
• Workstation technologies;
• Workstation applications;
• IT service management;
• Technical competencies:
• Install, configure, and troubleshoot workstation applications;
• Computer literate;
• Workstation hardware troubleshooting;
• Remote IT support;
• Workstation peripherals;

Behavioural competencies:

Ability to:

• Identify problems, determine possible solutions, and actively work to resolve the issues;
• Develop plans to achieve work operations and objectives, organise and assign work to utilise resources efficiently, as well as design strategic plans, organisational structures and systems that achieve legislative or mission driven goals;
• Analyse and integrate a variety of internal and external information sources—including financial, economic, and technical data—to identify issues, trends, and opportunities that support the organization’s long-range goals and vision;
• Actively participate as a member of a team to move toward the completion of goals;
• Develop and maintain strong relationships with clients or customers by listening to the client/customer and understanding and responding to identified needs;
• Follow instructions through a standard work process, perform routine tasks, and check work for accuracy before completion of tasks;
• Facilitate the flow of work for a process or procedure and the knowledge of appropriate procedures for collecting and reviewing information. Monitor or regulate those procedures, tasks, or activities;
• Develop, build, and maintain effective, collaborative relationships with others to encourage communication, foster teamwork, and achieve the goals of the work unit;
• Review and analyse information from diverse sources to develop new insights and identify primary and secondary authorities to validate research findings;
• Communicate information clearly and concisely to individuals or groups—both verbally and in writing—by delivering presentations tailored to the audience’s needs, ensuring understanding of the message, and actively listening and responding appropriately to others;
• Maintain social, ethical, and organizational norms as well as firmly adhere to codes of conduct and ethical principles;
• Develop and implement efficient, cost-effective strategies to integrate new technologies into the workplace, enhance decision-making, and assess the impact of technological change on the organization; 
• Act to improve existing conditions and processes, as well as use appropriate methods to identify opportunities, implement solutions, and measure impact;
• Work effectively with others, outside the line of formal authority, accomplish organization goals as well as identify and resolve problems;
• Accomplish tasks and processes accurately and completely;
• Reliably ensure the timely completion of projects by monitoring programs and activities, and taking corrective action when necessary;
• Knowledge of appropriate procedures for using, and ability to use specific equipment or machines to meet defined quality and quantity standards;
• In possession of a designated level of technical skill or knowledge in a specific technical area(s) and keep up with current developments and trends in areas of expertise.

ADDED ADVANTAGES AND PREFERENCES:

• A relevant Bachelor or B.Tech degree;
• Work experience in the following (Three years with a National Diploma, or five years with Grade 12):
• The broader IT field end-user device;
• A higher education environment;
• Linux and macOS operating systems;
• First line support.

CLOSING DATE: 20 November 2025