Assistant Officer Technical Support Agent

University of the Free State; Bloemfontein; On-site; ZAR 231 000 - 389 000; Full time

Job summary

A higher education institution is seeking an Assistant Officer: Technical Support Agent in Bloemfontein. The role involves providing technical support for both hardware and software, ensuring customer satisfaction, and complying with Service Level Agreements. Candidates must have a Higher Certificate in an IT-related field, CompTIA certifications, and experience in a similar role. The position offers an annual salary of R 231,699.90 to R 388,426.59 along with fringe benefits including a pension scheme and medical aid.

Benefits

Pension scheme

Medical aid scheme

Housing allowance

Service bonus

Study benefits

Qualifications

• Minimum of one year’s experience in technical support.
• Knowledge of computer hardware and networking.
• Valid driver’s license required.

Responsibilities

• Provide troubleshooting and resolution for hardware and software issues.
• Install and configure hardware and software for users.
• Ensure adherence to Service Level Agreements.

Skills

Troubleshooting technical problems

Customer service

Proficiency in Microsoft Office

Knowledge of Windows and MAC OS

Ability to perform heavy lifting

Education

Higher certificate on NQF Level 5 in IT

CompTIA A+ or CompTIA N+ certification

Job description

Job Title: Assistant Officer: Technical Support Agent (post level 13) – Job ID: 6330

Organizational Unit: University of the Free State – Deputy Vice-Chancellor: People and Operations – Information and Communications Technology Services

Contract Type: Permanent – Occupational Level: Semi-Skilled – Location: Bloemfontein Campus, Bloemfontein, FS ZA (Primary)

Closing Date: 25/01/2026

Applications may only be submitted online through the official UFS vacancy website: https://ufs.hua.hrsmart.com/hr/ats/JobSearch/viewAll. Applications submitted through any other platform will not be considered. The system allows a maximum of eight attachments. To avoid upload issues, we recommend merging some or all documents into fewer files before submitting.

INCOMPLETE APPLICATIONS WILL NOT BE CONSIDERED!

To ensure your application is complete, you must submit ALL documents listed under the inherent requirements, as well as the following standard documentation:

• A detailed Curriculum Vitae.
• Copies of your qualifications, or official proof of qualifications obtained (If you hold foreign qualifications, please include SAQA accreditation).
• A copy of your identity document (South African ID or passport for foreign nationals).
• Confirmation of employment in the form of a letter, appointment contract, service certificate, or recent payslip from your current or most recent employer (applicable to external applicants only).

Technical Support

• Provide technical support for hardware and software by performing troubleshooting, root-cause analysis, and resolution of requests/incidents.
• Provide efficient and effective customer service to the user.
• Provide after‑hours technical support as needed.
• Install new equipment, such as workstations, peripherals and accessories.
• Deploy and install workstation software inclusive of system software, productivity software and applicable driver software.
• Relocate computer equipment as per operational requirements.
• Troubleshoot and resolve hardware or software related incidents.
• Replace hardware parts, as required.
• Update the resolutions and knowledge base on IT Service management systems.
• Support and assist in the deployment of new software or applications.
• Research, test and evaluate new technologies on request.
• Provide technical onsite support during special events on and off campus.
• Perform incident and service request classification and prioritization.
• Prioritise requests, incidents, and problems to ensure high service levels.

Relationship Support

• Ensure client satisfaction by adhering to Service Level Agreements (SLAs).
• Ensure clear and effective communication to manage relationships and needs/requirements.
• Establish and maintain healthy and professional relationships with function‑related stakeholders.
• Liaise with the Lead: ICTS Technical Support Services to elevate any issues to receive the required attention.

Quality Assurance

• Adhere to, and contribute to all relevant policies, procedures, standards, and guidelines.
• Contribute and support the maintenance and coordination of the relevant SOPs.

Professional Development

• Fulfil all responsibilities regarding performance management.
• Remain competent and current through self‑directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses.

Inherent Requirements

• Higher certificate on NQF Level 5 in an IT-related field (attach a copy).
• Professional certification: CompTIA A+ or CompTIA N+ or a diploma/certificate/short learning programme in computer studies with modules of hardware and networking (attach proof).
• Minimum of one (1) year’s experience relating to the duties and responsibilities.
• Valid driver’s license (attach a copy).

Recommendations

• Three (3) years’ experience relating to the duties and responsibilities.
• Knowledge of troubleshooting technical problems.
• Working knowledge of computer software (Microsoft productivity suite, Windows, MAC OS).
• This position will require the incumbent to perform heavy lifting and moving equipment.
• Understanding of Higher Education and ICTS policies and procedures.
• Apple certification (attach proof).
• Information Technology Infrastructure Library (ITIL) certification (attach proof).

Competencies

• Results Oriented: The ability to stick with tasks, not give up, and overcome obstacles in completing one’s task.
• The ability to be reliable, responsible, dependable and to fulfil obligations.
• Strategic Thinking: The ability to focus on details, work towards perfection, and approach work in a neat and organised manner.
• The ability to carefully analyse information and use logic to address issues and problems at work.
• Business Acumen: The ability to adhere to rules and strictly follow work regulations.
• Proficient in using MS Office.
• Leading: The ability to maintain high levels of personal motivation, energy and enthusiasm.
• The ability to be cooperative with others, display a good‑natured attitude and encourage people to work together.
• Building Coalitions: The ability to interact with others and establish personal connections with people.
• The ability to make decisions through consultation, collaboration and working with close supervision.

Assumption of Duties

As soon as possible.

Salary

The annual remuneration package, including benefits is R 231 699,90– R 388 426,59 per annum, depending on the budget available for the position, relevant work experience and qualifications.

Fringe Benefits

(Subject to specific conditions): pension scheme, medical aid scheme, group life insurance, housing allowance, leave and sick leave, service bonus and study benefits.

Enquiries

For enquiries, please feel free to contact 051 401 2979 or email [e-mail] or [e-mail]. Additionally, kindly contact 051 401 9813 / 9848 for assistance.

General

The UFS is a designated employer and is committed to the pursuit of excellence, diversity, and redress in achieving its equity targets in accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets. Preference will be given to candidates from the under‑represented designated groups including candidates with disabilities. Our Employment Equity Plan is available at: EEA13Report_UNIVERSITY OF THE FREE STATE FINAL SEP 2025.pdf

Personal Information

The University processes personal information in line with its obligations under the Protection of Personal Information Act (POPIA) and any personal information provided to the University will be treated as confidential and processed in accordance with the rights provided to data subjects under POPIA.

Application Outcome

The University reserves the right not to fill the post. The UFS will only consider applications of candidates who meet all the inherent requirements of the position. Applications that are incomplete will not be considered. Communication will be limited to shortlisted candidates only. Should you not be contacted within six weeks of the closing date for applications, you may assume that your application was unsuccessful.