NORTH-WEST UNIVERSITY (POTCHEFSTROOM CAMPUS) DIVISION: INFORMATION TECHNOLOGY DIRECTORATE: DVC CAMPUS OPERATION POSITION NUMBER: P003121; P003123 VACANCY: IT TECHNICIAN X2 PEROMNES GRADE: P10 EMPLOYMENT TYPE: PERMANENT APPOINTMENT<\/p>\n
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Job Title: IT TECHNICIAN P003121 and P003123<\/strong> Duties & Responsibilities:<\/strong> KEY RESPONSIBILITIES:<\/strong> Desired Experience & Qualification:<\/strong> EXPERIENCE:<\/strong> KEY FUNCTIONAL\/ TECHNICAL COMPETENCIES:<\/strong> KEY BEHAVIOURAL COMPETENCIES:<\/strong> The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines.<\/p>\n ENQUIRIES REGARDING JOB CONTENT MAY BE DIRECTED TO: Mr Thys Snyman Tel: 018 285 5020
\nLocation: <\/strong>North West<\/p>\n
\nPURPOSE OF THE POSITION:<\/strong>
\nProvide a Service Desk and information communication technology installation, maintenance and support function to NWU users to support their business functions. The responsibilities includes:
\nTimely and effective processing and resolution of information technology and telecommunication incidents, problems and requests following agreed procedures
\nCo-ordination of rapid and appropriate responses for complex problem resolution requiring escalation
\nProviding advice on both new and established systems
\nConducting trend analysis of series data to determine common occurrences and recurring issues
\nDetermining absolute cause of problems by either recreating the issues in a test environment or reviewing system design
\nProvides basic training for users when required
\nActs as liaison between users and information technology department on problem areas, managing client expectations
\nMay manage the incident to completion<\/p>\n
\n1. Service Desk and Incident Management:
\n\u00b7 Log, analyse, investigate, escalate, monitor, track, resolve, and close complex incidents, problems and requests reported by telephone, request system, e-mail or walk-in, within service level and escalate to responsible agent where applicable by applying the Incident Management Process
\n\u00b7 Escalate complex problems to appropriate support team and coordinate rapid resolution thereof;
\n\u00b7 Monitor progress of escalated tickets to ensure resolution by assigned agent within service level
\n\u00b7 Manage incident until completion
\n\u00b7 Identify recurring incidents by conducting trend analysis
\n\u00b7 Determine absolute cause of incidents by recreating the issues in test environment or reviewing system design
\n2. Infrastructure Support:
\n\u00b7 Assist with the investigation and resolution of hardware, software and network problems within service level by applying applicable process.
\n\u00b7 Install, support and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed availability
\n\u00b7 Build and cast images by applying the applicable process and ensuring agreed availability.
\n\u00b7 Execute hardware replacement strategy as assigned by applying the applicable process
\n\u00b7 Execute routine system checks and backups as assigned
\n\u00b7 Monitor and report maintenance and support of 3rd Party supported systems and physical infrastructure in central IT spaces by applying applicable process, ensuring agreed availability, resolution within service level and adherence to Occupational Health and Safety Standards.
\n\u00b7 Provide IT standby service as assigned
\n3. Client liaison
\n\u00b7 Update user on progress and status of ticket
\n\u00b7 Provide advice on IT policy, guidelines, procedures and systems;
\n\u00b7 Provide basic training on services when required
\n\u00b7 Market IT services
\n\u00b7 Handle general IT queries
\n4. Administration:
\n\u00b7 Keep relevant IT documents and systems up-to-date
\n\u00b7 Contribute to the development\/reviewing of procedures, processes and standards
\n\u00b7 Liaise with identified external suppliers on service requests as required
\n\u00b7 Comply with general NWU responsibilities for staff
\n5. Projects:
\n\u00b7 Participate in projects in assigned role ensuring successful completion of the project<\/p>\n
\nMINIMUM REQUIREMENTS:<\/strong>
\n\u00b7 Diploma in Information Technology or applicable
\n\u00b7 IT Certificate (A ; N )<\/p>\n
\n\u00b7 4 years\u2019 experience in Hardware architecture and assembly
\n\u00b7 4 years\u2019 experience in Software support
\n\u00b7 4 years\u2019 experience in Network support
\nRECOMMENDATION:
\n\u00b7 IT Certificate (ITIL foundation)
\n\u00b7 4 years\u2019 experience in service desk support<\/p>\n
\n\u00b7 Broad knowledge of standard software programs (eg MS Office, Windows Operating Systems, Email and internet) and information communication technology
\n\u00b7 Have a valid code 8 RSA driver\u2019s license
\n\u00b7 Excellent problem resolution skills
\n\u00b7 Excellent customer service skills
\n\u00b7 Ability to develop good relations
\n\u00b7 Ability to work well in a team environment
\n\u00b7 Ability to work under pressure and maintain professionalism
\n\u00b7 Have good telephone ethics and communication skills<\/p>\n
\n\u00b7 Ability to manage time effectively
\n\u00b7 Adapt to diverse organisational environments
\n\u00b7 Ability to maintain strict confidentiality in performing duties<\/p>\n
\nENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Mr Rabs Diratsagae Tel: 018 299 4797
\nCLOSING DATE: 26 OCTOBER 2022<\/p>\n