SUPPORT SPECIALIST N000010
Position summary
Introduction
Job description
JOB DESCRIPTION
KEY RESPONSIBILITIES
- Availability management (AVMT)
Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.
- Service level management (SLMO)
Determines if internal or external solutions exist and whether new solutions are feasible. Formulates, evaluates, designs and documents the underlying business solution architecture, conducts feasibility studies and risk assessments, writes proposals and creates functional requirements for new solutions and processes according to approved standards and methodologies.
- IT Operations (ITOP)
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Storage management
Reviews capacity, performance, availability and other operational metrics and take appropriate action to ensure corrective and proactive maintenance of storage and backup systems to support the requirement to protect business information. Creates reports and proposals for improvement and contributes to the planning and implementation of new installations and scheduled maintenance and changes within the system. Prepares and maintains operational procedures and provides technical expertise and appropriate information to the management.
- Network support
Identifies and resolves network problems following agreed procedures. Uses network management software and tools to collect agreed performance statistics. Carries out agreed network maintenance tasks.
- Problem management (PBMG)
Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.
- Service desk and incident management (USUP)
Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation
ENQUIRIES REGARDING JOB CONTENT MAY BE DIRECTED TO: Mr Lappies Labuschagne
(018 299 4635)
COMMENCEMENT OF DUTIES As soon as possible
CLOSING DATE: 18 June 2021
The University subscribes to and applies the principles of the Employment Equity Act and is committed to transformation.
The University reserves the right not to make an appointment. If you are not contacted within two months from the closing date of this advertisement, please accept that your application was unsuccessful
Minimum requirements
Qualifications/ Job requirements
- Equivalent IT Certifications (NQF 5 ) is essential
Experiences
- 5 - 10 years’ experience in Operations of Enterprise IT infrastructure is essential
Professional Status
- Accreditation in A , N will be added advantage
- Registration with CompTIA will be added advantage
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
- Operations of Enterprise IT infrastructure) (Level 4)
- Service level management (SLMO) (Level 4)
- IT Operations (ITOP) (Level 4)
- Storage management STMG (Level 4)
- Network support NTAS (Level 3)
- Problem management PBMG (Level 4)
- Service desk and incident management USUP (Level 4)
- IT estate management DCMA (Level 3)
