Senior ICT Support

ADvTECH; East London; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading private education institution in East London seeks a Senior ICT Support to coordinate ICT support activities and provide training. The role involves maintaining IT systems, managing personnel, and handling escalated service desk issues. Candidates should have at least a Higher Certificate in IT and 2 years of relevant experience, preferably in an educational environment. Join a dynamic team dedicated to enhancing student success and innovation.

Qualifications

• 2 years ICT Support / Service Desk Agent experience or similar.
• 1 year experience in an educational institution preferred.

Responsibilities

• Provide escalated service desk support for ticket resolution.
• Conduct daily IT infrastructure checks.
• Maintain software licenses and ensure compliance.
• Facilitate staff training on new technologies.
• Lead department performance management processes.

Skills

Service Desk Support

Infrastructure Support

Software and Hardware Support

ICT Project Support

People Management

Education

NQF Level 5 Qualification – Higher Certificate in Information Technology

ITIL Foundations Certificate

Industry qualification – e.g. MCSE

NQF Level 6 Qualification – Diploma in Information Technology

Job description

Overview

Join Our Team at IIE Rosebank College

The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 28,000 students nationwide.

As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.

Join us on our journey of shaping futures!

Job Purpose

The Senior ICT Support is accountable to co-ordinate, plan and schedule the day-to-day activities of ICT support staff and assists the team to provide technical and training support services. Provides on-the-job training to team members and feedback regarding job performance and progress. Co-ordinates systems installations and assists to retrieve stored data. Investigates and resolves system malfunctions or escalates accordingly. Liaises with staff to achieve effective problem resolution.

Responsibilities

Service Desk Support

• Deal with escalated tickets and queries
• Resolve high level incidents
• Report on issues and trends experienced
• Document new findings on service desk

Infrastructure Support

• Conduct daily checks on the IT infrastructure (LAN, WLAN, WAN, etc.) to monitor up-time requirements and ensure that systems are running optimally
• Install new servers when required
• Coordinate the deployment of systems and infrastructure within the campus
• Diagnose and troubleshoot where applicable and escalate to necessary internal or external parties
• Fulfill appropriate access requirements for new users
• Interact and liaise with vendors or service providers for support and troubleshooting, where necessary
• Monitor IT security systems and conduct periodic tests and checks to ensure that everything is in order

Software and Hardware Support

• Diagnose and troubleshoot hardware and software issues that are escalated from ICT Support
• Maintain campus software licences and ensure that campus equipment is licensed correctly
• Apply critical and security updates to servers and workstations.

ICT Project Support

• Arrange and facilitate training for new technologies to campus staff
• Build IT venues as per special projects and campus requirements
• Implement and deploy vulnerabilities as per Group AIT requests

People Management

• Driving a high-performance culture by taking accountability for an effective and well-articulated performance management process
• Conduct performance reviews in accordance with policies and procedures and take corrective actions where necessary
• Providing strategic guidance in the implementation of human resources policies, procedures and practices
• Lead the department by managing appointments, promotions, and industrial relations issues in conjunction with the Human Resources Support Service Unit
• Builds a robust, effective leadership pipeline, succession, and capacity.

Minimum Requirements

Qualifications

Minimum

• NQF Level 5 Qualification – Higher Certificate in Information Technology
• ITIL Foundations Certificate
• Industry qualification – e.g. MCSE Advantageous

Advantageous

• NQF Level 6 Qualification – Diploma in Information Technology

Experience

Minimum

• 2 years ICT Support / Service Desk Agent experience or similar

Advantageous

• 1 year Experience in an educational institution

Rosebank College is an equal opportunities employer; however, EE and South African candidates will be preferred.