Senior ICT Support

ADvTECH; Oos-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading education provider in South Africa is seeking a Senior ICT Support professional to coordinate daily activities and provide technical support. The role requires a NQF Level 5 qualification and at least 2 years of ICT support experience. Responsibilities include managing service desk tickets, monitoring infrastructure performance, and ensuring effective problem resolution. Ideal candidates will possess ITIL certification and experience in an educational setting. A commitment to making a positive impact on students' lives is essential.

Qualifications

• Minimum 2 years of ICT Support / Service Desk Agent experience.
• Experience in an educational institution is advantageous.

Responsibilities

• Coordinate and schedule ICT support staff activities.
• Resolve escalated tickets and high-level incidents.
• Conduct daily checks on IT infrastructure to ensure optimal performance.

Skills

ICT Support / Service Desk experience

Troubleshooting skills

People management skills

Education

NQF Level 5 Qualification – Higher Certificate in Information Technology

ITIL Foundations Certificate

MCSE (Advantageous)

Job description

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.

Duties & 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 elevate 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 yearsICT 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.