JUNIOIR IT TECHNICIAN P002147
Listing reference: nwu_000371
Listing status: Closed
Apply by: 24 December 2021
Position summary
Industry: Education & Training
Job category: Admin, Office Support and Services
Location: North West
Contract: Permanent
Remuneration: Market Related
About our company
NWU
Introduction
NORTH-WEST UNIVERSITY (POTCHEFSTROOM CAMPUS)
FACULTY/ DIVISION: INFORMATION TECHNOLOGY
POSITION NUMBER: P002147
VACANCY: JUNIOIR IT TECHNICIAN
PEROMNES GRADE: 10
EMPLOYMENT TYPE: PERMANENT
PURPOSE OF THE POSITION
Provide a Service Desk and information communication technology installation, maintenance, and support function to NWU users to support their business functions.
Job description
1. Service Desk and Incident Management:
· 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.
· Escalate complex problems to appropriate support team and coordinate rapid resolution thereof.
· Monitor progress of escalated tickets to ensure resolution by assigned agent within service level
· Manage incident until completion.
· Identify recurring incidents by conducting trend analysis
· Determine absolute cause of incidents by recreating the issues in test environment or reviewing system design.
2. Infrastructure Support
· Assist with the investigation and resolution of hardware, software and network problems within service level by applying applicable process.
· Install, support, and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed availability
· Build and cast images by applying the applicable process and ensuring agreed availability.
· Execute hardware replacement strategy as assigned by applying the applicable process
· Execute routine system checks and backups as assigned
· 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.
· Provide IT standby service as assigned.
3. Client Liaison
· Update user on progress and status of ticket
· Provide advice on IT policy, guidelines, procedures, and systems.
· Provide basic training on services when required.
· Market IT services.
· Handle general IT queries.
4. Administration
· Keep relevant IT documents and systems up to date
· Contribute to the development/reviewing of procedures, processes, and standards
· Liaise with identified external suppliers on service requests as required
· Comply with general NWU responsibilities for staff.
5. Projects
· Participate in projects in assigned role ensuring successful completion of the project.
Minimum requirements
· Grade 12 is essential with Biology/Life Sciences as a subject.
· IT Certificate in A ; N ; ITIL is desirable.
EXPERIENCE/S:
· 4 years of experience in Hardware architecture and assembly is essential.
· 4 years of experience in Software support is essential.
· 4 years of experience in Network support is essential.
· 4 years of experience in Service desk support is desirable.
KEY BEHAVIOURAL COMPETENCIES:
· Ability to manage time effectively.
· Adapt to diverse organisational environments.
· Ability to maintain strict confidentiality in performing duties.
The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines.
ENQUIRIES REGARDING JOB CONTENT MAY BE DIRECTED TO: Thys Snyman 018 285 2300
ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Rabs Diratsagae 018 299 4797
CLOSING DATE: 24 December 2021
PLANNED COMMENCEMENT OF DUTIES: 01 March 2022
Kindly take note: applications must be submitted online through the official nwu vacancy website.
Incomplete applications and those submitted through any other platform will not be considered.
The University subscribes to and applies the principles of Employment Equity (EE) Act and is committed to transformation. Preference will be given to candidates from the designated groups, in accordance with the principles of the EE Act and NWU Employment Equity Plan.
The University reserves the right not to make an appointment. Communication will be limited to shortlisted candidates only.
If you are not contacted within two months from the closing date of this advertisement, please accept that your application was unsuccessful.
