Career Opportunities 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.

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Duties

• Formulating and implementing strategy and policy related to the Academic ICT portfolio, such as the ICT Digital strategy. Providing input to strategy and policy in related areas, such as the Strategy for Teaching and Learning;
• Leadership and management of the Academic ICT team;
• Establishing and maintaining the capacity and expertise to ensure effective service delivery: recruiting and training staff, strengthening partnerships, and managing resources;
• Improving access to systems, services and infrastructure, in particular storage and HPC;
• Building, improving and maintaining relationships with academics and students;
• Establishing and strengthening partnerships with other professional service divisions at SU, as well as with computer systems, software and service vendors;
• Developing and managing internal service level agreements with the customer's Divisions and students;
• Assisting the Chief Director: ICT per the outcomes required of the Academic IT Division/Unit;
• Guiding and facilitating selection and procurement of cost effective fit-for-purpose solutions (equipment, software and services) in the portfolio, starting from needs analysis, requirements gathering, procurement processes to contract negotiations, implementation management and ongoing service delivery, including planning for and ensuring sustainability;
• Identifying and managing risks;
• Financial planning and budgeting, and expenditure control in the Academic ICT portfolio;
• Promoting regional and national cooperation;
• Expanding cooperation with other universities;
• Facilitating and enhancing communication with the senior management of the University and all stakeholders.

Job Requirements

• An appropriate NQF 8 qualification (four-year bachelor's degree; honour's degree, postgraduate diploma) in Engineering, Information Technology, Computer Science and / or related fields, AND more than ten years' proven experience in a senior IT management position or similar role; OR
• An appropriate NQF 9 qualification (master's degree) in Engineering, Information Technology, Computer Science and / or related fields, AND eight to ten years' proven experience in a senior IT management position or similar role;
• An appropriate Business Management qualification (additional to the technical qualification/s stated above);
• Good understanding of one or more of the academic functions in a higher education context (learning and teaching, research, and engagement);
• Excellent at building and maintaining good stakeholder relationships;
• Excellent at building and maintaining value adding vendor partnerships;
• Customer-centric and approachable in order to build a positive rapport between ICT and its stakeholders (i.e., staff and students);
• Excellent analytic, technical and people skills for leading a team that supports online teaching and learning systems;
• Experience in working with senior stakeholders and on the level of supporting a Group CIO/Chief Director;
• Experience in analysis, specification, evaluation and implementation of IT systems;
• A sound understanding of computer systems (hardware/software), services, networks, including cloud services;
• Experience in controlling an information technology budget;
• Excellent organisational and leadership skills;
• Outstanding communication abilities and interpersonal skills.