Support Specialist N000010
Listing reference: nwu_002341
Listing status: Under Review
Apply by: 2 February 2024
Position summary
Industry: Education & Training
Job category: University and Academy
Location: Potchefstroom
Contract: Permanent
Remuneration: Market Related
Introduction
NORTH-WEST UNIVERSITY (POTCHEFSTROOM CAMPUS)
DIVISION: INFORMATION TECHNOLOGY
DEPARTMENT: IT OPERATIONS AND INFRASTRUCTURE
POSITION NUMBER: N000010
POSITION: SUPPORT SPECIALIST
PEROMNES GRADE: P9
EMPLOYMENT TYPE: PERMANENT APPOINTMENT
NOTE: THOSE WHO HAVE PREVIOUSLY APPLIED FOR THIS NEED NOT RE-APPLY AS THE UNIVERSITY HAS YOUR APPLICATION
Job description
PURPOSE OF THE POSITION:
The role of a Support Specialist within the IT Operations office is critical to the effective management and delivery of IT services. Their responsibilities span multiple areas, including user support, systems troubleshooting, and the NWU’s overall technical infrastructure maintenance.
KEY RESPONSIBILITIES:
1. 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.
2. Service level Management (SLMO):
· 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 service levels, and initiates or reports these actions.
3. IT Operations (ITOP):
· Provides technical expertise to enable the correct application of operational procedures.
· Uses network management tools to determine network load and performance statistics.
· Contributes to the planning and implementation of maintenance and installation work.
· Implements agreed network changes and maintenance routines.
· Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
· Provides reports and proposals for improvement to specialists, users and managers.
· Maintain and administrate Service Manager back-end, and relevant tasks.
4. Storage Management:
· Reviews capacity, performance, availability and other operational metrics and take appropriate action to ensure corrective and proactive storage and backup systems maintenance 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 the management with technical expertise and appropriate information.
5. 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.
6. 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.
7. 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 appropriate for those providing support.
· Creates and maintains support documentation.
8. IT Estate Management:
· Monitors compliance against agreed processes and investigates, assesses and resolves incidents of non-compliance, escalating where necessary.
· Grants users required physical accesses and monitors and reports on overall access control.
Minimum requirements
MINIMUM REQUIREMENTS:
· A Bachelor’s degree (NQF level 7) in Information Technology or a National Diploma (NQF level 6) in Information Technology with relevant IT certifications and experience.
EXPERIENCE:
· Minimum of three years' experience managing enterprise IT infrastructure, administering Service Manager, and providing back-end maintenance and support.
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
· Availability management (AVMT).
· Service level management (SLMO).
· IT Operations (ITOP).
· Storage management (STMG).
· Network support (NTAS).
· Problem management (PBMG).
· Service desk and incident management (USUP).
· IT estate management (DCMA).
BEHAVIOURAL COMPETENCIES:
· Autonomy - Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
· Influence - Influences team and specialist peers internally. Influences customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.
· Complexity - Performs a broad range of complex technical or professional work activities in various contexts. Investigate, define and resolve complex problems.
Business skills - Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem-solving. Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development.
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 REGARDING JOB CONTENT MAY BE DIRECTED TO: Mr Lappies Labuschange, Tel: 018 299 4635
ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Mr Zenyo Seboko, Tel: 018 299 4951
CLOSING DATE: 02 February 2024
PLANNED COMMENCEMENT OF DUTIES: As soon as possible
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.
