IT Support Technician - N/A11157
Code/Reference:
N/A11157
Applications accepted until:
2020-11-03
Number of Openings
1

Unit:

Maslow Sandton

Location:

Sandton

Job Purpose

  • Responsible for providing technical support to users including performing desktop software and hardware installation; troubleshooting problem areas (in person, or remotely) and providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work.

 

Education

  • 2-Year Diploma in IT or equivalent NQF Level 6 in IT

Experience:

  • Minimum of 2 year relevant IT industry experience

Skills and Knowledge

  • Problem solving
  • Assessing and evaluating information
  • Initiative
  • Decision-making skills
  • Dealing with customers
  • Technical acumen
  • Risk Management skills
  • Listening skills
  • Telephone skills
  • Understanding of Technology Operations
  • Infrastructure Knowledge
  • Client Computing
  • Hospitality Product and Service Knowledge

Key Performance Areas:

Stabilised Data Centre Environment

  • Detect and respond to technical problems
  • Identify opportunities for continuous improvements and respond to feedback from service statistics / information (CSIP)
  • Maintain the business unit computer services and equipment ensuring the configuration of the environment is in line with best practice
  • Make recommendations on computer products or equipment to improve company productivity
  • Store a spare parts inventory of systems, subsystems and component parts used in repair work

User Engagement

  • Respond to incidents logged by end-users that cannot be resolved telephonically
  • Provide desktop support by using diagnostics to facilitate prompt resolution where possible
  • Provide feedback to the service desk on resolution of incidents
  • Coach end-users in the use of certain software

Desktop Installations

  • Make preparations for the installation of software
  • Install or update required hardware and software
  • Update SOPS and communicate with regard to resources
  • Update repository of standards

Vendor Engagement

  • Liaise with vendors with regards parts, repairs, services
  • Schedule logistics if required
  • Escalate issues identified if relevant
  • Attend Vendor management meetings if required
  • Complete orders for approval with regards work completed

Problem- Solving

  • Think and apply business acumen and sound common sense in the implementation of multiple, at time substantially different procedures, standards and precedents
  • Interprets client issues and resolve directly or escalates to manager as required
  • Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority
  • Considers all the facts, options and possible outcomes prior to making decisions
  • Works independently, and is orientated towards solving client queries

Accountability

  • Takes ownership of client requests and requirements.
  • Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
  • Provides information and handovers with regards progress, results and service offered on the shift
  • Interprets customer requirements in terms of services available and facilitates operational processes
  • Refers problems falling outside parameters to the manager for resolution

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.