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.
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 complete
Education
- 2-Year Diploma in IT or equivalent NQF Level 6 in IT
Desired Qualification (to be obtained in the position)
MCSE, ITIL Foundation Certification is an advantage
Experience
- Minimum of 2 year relevant IT industry experience
- Able to work shifts and weekends
- May be required to work overtime in line with operational requirements
Skills and Knowledge
- Technical acumen
- Risk Management skills
- Listening skills
- Telephone skills
- Understanding of Technology Operations
- Infrastructure Knowledge
- Client Computing
- Hospitality Product and Service Knowledge
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.
