- Stellenbosch
- Salary: Market Related
- Job Type: Permanent
- Sectors: IT
- Reference: IT/265/1024
Vacancy Details
Employer: Stellenbosch University
Stellenbosch University
Information Technology
General Support Services
Computer Technician: Service Desk (Three posts)
(Job Level 10)
Ref. IT/265/1024
Responsible for first line response, telephonically or remotely, for IT related issues reported via the ICT Partner Portal. Support includes technical assistance relating to end-user devices and accessing the university network.
Duties:
• Providing technical assistance and support for incoming queries and issues from end users.
• Keeping accurate records of repairs and fixes for future reference, and maintaining standard operating procedures for call logging, reporting and self-help guides.
• Providing effective telephone and remote assistance (with remote assistance tools) to end users through technical support and troubleshooting.
• Offering timely technical support by asking questions to determine the nature of the problem, responding to emails and providing guidance to resolve the issues, either telephonically or remotely.
• Providing assistance for end users with registrations and access to University resources.
• Acting as the responsible person for enquires and feedback to the end user for the full lifecycle of the issue.
• Following through with the end user until the issue has been resolved.
• Supporting and maintaining user account information including rights, security and groups.
• Promoting and maintaining the end user profile related to the cybersecurity posture, awareness and training.
• Supporting strategic initiatives for the roll-out and implementations related to client infrastructure.
• Providing first line support for cyber security incidents and escalations with a detailed report of the procedures followed.
• Documenting the detection of malware on the service management platform for tracing and audit reporting.
• Acting as role player for the escalation of ITIL processes in alignment with the support framework for service management, in other words, best practices of the ITIL processes and escalation paths.
• Thorough knowledge of Stellenbosch University’s academic calendar.
Required Skills
- Thorough Knowledge Of Computer Systems And IT Components
- Knowledge Of Linux And Apple
- Proven Experience As A Computer Technician Or A Similar Role
Candidate Requirements
Requirements:
• NQF 5 with two years’ experience, OR IT certification such as A+ or N+, with at least three years’ experience.
• Proven experience as a computer technician or a similar role working with the necessary technical expertise, as well as experience of working with end users.
• Thorough knowledge of computer systems and IT components.
• Excellent understanding of Windows operations systems and the Microsoft Office applications, including usage rights of licences.
• Knowledge of Linux and Apple.
• A valid driver’s licence.
Candidates shortlisted for this position will be required to undergo a technical test.
Recommendations:
• Knowledge of computer hardware and software standards.
• Knowledge of trends and life-cycle of operating systems and software.
• Familiar with the core ITIL processes of service request-, incident-, problem- and change management.
• Knowledgeable about security protocols and data privacy.
• Knowledgeable about software licensing usage rights.
• Knowledgeable about the latest technology trends (operating systems and desktop applications).
• Excellent problem-solving skills to effectively grasp the cause of hardware or software issues.
• Excellent interpersonalskills, and the ability to collaborate with cross-functional teams in IT, as well as to work independently.
• The ability to perform well under stress in a dynamic environment.
• Excellent telephone skills.
• Excellent customer service and the ability to listen to and understand a customer’s problem.
• Excellent troubleshooting skills by applying confidence, creative and innovative resolutions to problems.
• Very good verbal and written communication skills.
• Very good organising and time management skills.
• The ability to learn quickly.
• Empowering team members through workshops or information sessions.
• The ability to meet deadlines, manage and prioritise requests, and efficient time management.
• The ability to adapt to a dynamic environment by keeping abreast of the latest technology, self-study, best practices and standards.
• The ability to routinely think out of the box to solve problems quickly to resume normal operations as soon as possible.
• An understanding of technical documentation, licensing usage rights and policies.
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About Stellenbosch University
Stellenbosch University is recognised as one of the four top research universities in South Africa. It takes pride in the fact that it has one of the country’s highest proportions of postgraduate students of which almost ten percent are international students.
The University lies in the picturesque Jonkershoek Valley in the heart of the Western Cape Winelands. The University has ten faculties, of which eight – AgriSciences, Arts and Social Sciences, Education, Engineering, Law, Science, Theology and the larger part of Economic and Management Sciences - are located on the main campus in Stellenbosch with the Faculty of Health Sciences situated on the Tygerberg campus and the Faculty of Military Science in Saldanha. The University's Business School is situated at the Bellville Park campus.
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