NORTH-WEST UNIVERSITY (VANDERBIJLPARK CAMPUS) |
DIVISION: INFORMATION TECHNOLOGY|POSITION NUMBER: V000016 
VACANCY: IT TECHNICIAN
PEROMNES GRADE: 10
EMPLOYMENT TYPE: PERMANENT APPOINTMENT

 JOB DESCRIPTION

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 the 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 incidents 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 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.

 Client Laison

• Update the user on the progress and status of tickets.
• Provide advice on IT policy, guidelines, procedures, and systems.
• Provide basic training on services when required.

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

Projects

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

MINIMUM REQUIREMENTS:

• A diploma in Information Technology or related (NQF level 6). (10)
• A minimum of three (3) years’ hardware architecture and assembly experience. (30)
• A minimum of three (3) years’ experience in application support. (30)
• A minimum of three (3) years’ experience in network infrastructure support. (30)

ADDED ADVANTAGES & PREFERENCES:

• A professional certificate in ITIL, A ; N , Electronics, Audio/Video.
• A minimum of two (2) years’ stakeholder management experience.

KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:

• Broad knowledge of standard software programs (e.g., MS Office, Windows Operating Systems, Email, and Internet) and information communication technology.
• Trained in health and safety regarding work standards, working on heights and electronics work environment.
• Expertise in the field of computer hardware, software, and operating systems.
• Have a valid code 8 RSA driver’s license. 

KEY BEHAVIOURAL COMPETENCIES:

• Ability to manage time effectively.
•  Adapt to diverse organizational environments.
• Ability to maintain strict confidentiality in performing duties.