North West University | View - IT Technician M000001, M000515 and M000602 (3 Positions)

IT Technician M000001, M000515 and M000602 (3 Positions)

Listing reference: nwu_002078

Listing status: Closed

Apply by: 6 October 2023

Position summary

Industry: Education & Training

Job category: Helpdesk and Technical Support

Location: Mafikeng - Capital City

Contract: Permanent

Remuneration: The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines.

About our company

NWU

Introduction

NORTH-WEST UNIVERSITY (MAHIKENG CAMPUS) DIVISION: INFORMATION TECHNOLOGY DEPARTMENT: MC INFORMATION TECHNOLOGY VACANCY: IT TECHNICIAN (3 POSITIONS) POSITION NUMBER: M000001, M000515 AND M000602 PEROMNES: P10 EMPLOYMENT TYPE: PERMANENT APPOINTMENT

Job description

PURPOSE OF THE POSITION

Provide a support and maintenance function for student services; audio-visual services and information communication technology services for NWU users to support their business functions. The responsibilities include:

Timely and effective processing and resolution of all audio-visual information technology and telecommunication incidents, problems and requests following agreed procedures.
Coordinating the rapid and appropriate response for escalated higher-level problem resolution.
Providing basic training for users when required.
Acting as liaison between users and information technology department on problem areas, managing client expectations.
May have supervisory responsibilities.

KEY RESPONSIBILITIES:

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.

Infrastructure Support

Assist with the investigation and resolution of audio-visual infrastructure problems within service level and by applying applicable process.
Re-install, support and maintain audio visual 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 audio visual infrastructure replacement strategy as assigned by applying the applicable process in consultation with IT-ES.
Execute routine system checks as assigned.
Monitor and report maintenance and support provided by approved contractors by applying applicable process, ensuring agreed availability, resolution within service level and adherence to Occupational Health and Safety Standards.
Provide a standby service as assigned.

Client Liaison

Update user on progress and status of ticket.
Provide advice on IT policy, guidelines, procedures and systems.
Provide basic training on audio visual systems when required.

Administration

Keep relevant 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.
Do quality control by applying applicable process.
Represent IT-ES on-site to inspect services provided by external parties.
Comply with general NWU responsibilities for staff.

Projects

Participate in projects in assigned role ensuring successful completion of the project.

Minimum requirements

A Diploma in Information Technology or Electronics or applicable area (NQF level 6).
An Advanced Certificate in Multimedia or Electronics or Industrial Electronics (NQF level 5/6).
A minimum of four (4) years’ experience in soldering and the use of power tools.
A minimum of four (4) years’ experience working with cables and couplings.
A minimum of four (4) years’ experience working with electronic components.
A minimum of four (4) years’ work experience in TCP/IP protocol, computers and its application.

ADDED ADVANTAGE:

An IT certificate (NQF level 3) with specialisation in A ; N .
A minimum of two (2) years’ work experience in management of contractors.

KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:

Expertise of sound systems, amplifiers, communication, TV distributions systems (analogue and digital), analogue and digital intruder alarm systems, access control systems.
Expertise in field of computer hardware, software and operating systems.
Knowledge of MS Office, email and internet.
Trained in health and safety regarding work standards, working on heights and electronic work environment.
Have a valid and applicable RSA driver’s license.
Expertise in how to use electronic measuring instruments and calibration tools.
Experience in use of different cable types and cable connector types.
Experience in working with soldering iron and power tools.

KEY BEHAVIOURAL COMPETENCIES:

Excellent problem-solving skills.
Excellent customer service skills.
Ability to develop good relations with all stakeholders.
Ability to work well in a team environment as well as independently.
Ability to work under pressure and maintain professionalism.
Good client communication skills.
Ability to manage time effectively.
Adapt to diverse organisational environments.
Ability to maintain strict confidentiality and data security in performing duties.

REMUNERATION

The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines.

ENQUIRIES REGADING JOB CONTENT MAY BE DIRECTED TO: Mr Justice Metswi, Tel No: 018 389-2506

ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Ms Hawa Joosub, Tel No: 018 389-9015

CLOSING DATE: 06 October 2023

COMMENCEMENT OF DUTIES: As soon as possible

Kindly take note: applications may only 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 the Employment Equity Act and is committed to transformation. Preference will be given to candidates from the designated groups, in accordance with the principles of the aforementioned Act and NWU Employment Equity Plan.

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. Communication will be limited to shortlisted candidates only.