Support Technician

Findojobs South Africa; Gauteng; On-site; ZAR 417,000; Full time

Job summary

A local recruitment agency seeks a skilled IT Support Technician to enhance ICT infrastructure support in Roodepoort. The role involves ensuring customer satisfaction, troubleshooting issues, assisting with installation and maintenance, and adhering to IT policies. Ideal candidates will have at least 1 year of support experience and relevant certifications such as CompTIA A or N. Competitive remuneration provided.

Qualifications

• At least 1 year experience in any of the roles: Support Technician or Network Engineer.
• Two or more of the certifications listed are required.

Responsibilities

• Provide excellent customer service at all times.
• Demonstrate technical proficiency in troubleshooting of queries.
• Assist with the installation, configuration, and maintenance of infrastructure.
• Provide first line support for network and servers.

Skills

Analytical Thinking

Attention to Detail

Judgement and Decision Making

Problem Solving

Flexibility and Adaptability

Customer Service Orientation

Education

Grade 12

CompTIA A

CompTIA N

MCSE/MCP/MCSA

IT related degree or diploma

Job description

Job category: Others: IT and Telecommunication

Location: Roodepoort

Contract: Permanent

Business Unit: Constantia Kloof

Remuneration: R 416,307.00

EE position: No

Introduction

To support the ICT infrastructure by adhering to Service Level Agreement (SLA’s), policies, and ensuringthe implementation possible solutions of best practice.

KPA 1 Customer Satisfaction
KPI
1.1. Provide excellent customer service at all times.
1.2. Ensure that agreed service levels are adhered to.
1.3. Prioritise and manage own work to ensure all assigned tasks are successfully completed.
1.4. Adhere to ICT policies and procedures.
1.5. Offers appropriate advice to users on application features.
1.6. Ensure that all face-to-face contact with customer is dealt with in a technically proficient andfriendly manner.

KPA 2 Effective Problem Resolution Of ICT Infrastructure Incidents And Problems
KPI
2.1. Demonstrate technical proficiency in troubleshooting of queries.
2.2. Adhere to agreed ICT SLA.
2.3. Ensure that the best possible solution is provided to ensure a satisfactory outcome to customer’srequests.
2.4. Diagnose software and hardware problems and provides practical solutions.
2.5. Assists with the installation, configuring and maintenance of infrastructure.
2.6. Travels to Branches / Regions to resolve queries and during specific project executions.
2.7. Provides stand by duties as and when required.

KPA 3 Assists with Disaster Recovery and Business Continuity Plans
KPI
3.1. Assists the Network Engineer and Network Analyst with testing and executing the ICT InfrastructureBusiness Continuity plans as and when required.
3.2. Test and executes the Disaster Recovery Procedures.
3.3. Perform regular backups of data.

KPA 4 Project Participation
KPI
4.1. Adheres to project time lines.
4.2. Communicate on the status of assigned project tasks.
4.3. Adheres to SANBS project management methodology.

KPA 5 Optimisation of Infrastructure
KPI
5.1. Provide input into purchase decisions for network infrastructure.
5.2. Provide suitable alternatives in procuring IT Infrastructure.
5.3. Implement and adhere to IT Policies and procedures.
5.4. Provide the best or appropriate solution.
5.5. Offer advice to users on application features.

KPA 6 Controlling User Access And The Use Of Network Resources
KPI
6.1. Maintain and control user access and the use of network resources as per the company policies.
6.2. Inactivating and or deleting users on Active Directory as per Staff exit list.
6.3. Creating and maintaining user accounts on Active Directory.as per new user requests.

KPA 7 Systems and Network Support
KPI

7.1. Implement and adhere to IT Policies and procedures.
7.2. Offer advice to users on application features.
7.3. Provide first line support of network and servers.
7.4. Provide first line network support for WAN.
7.5. Patching and tracing of network points.
7.6. Ensure connectivity for users to appropriate network resources by making sure networkconfiguration is correct.

Cognitive

Analytical Thinking

Attention to Detail

Judgement and Decision Making

Problem Solving

Planning, organising and monitoring

Personal

• Flexibility and Adaptability
• Resilience and Stress Management
• Drive and Belief in the Cause
• monitoringEthical Behaviour

Job category: Others: IT and Telecommunication

Location: Roodepoort

Contract: Permanent

Business Unit: Constantia Kloof

Remuneration: R 416,307.00

EE position: No

Introduction

To support the ICT infrastructure by adhering to Service Level Agreement (SLA’s), policies, and ensuringthe implementation possible solutions of best practice.

KPA 1 Customer Satisfaction
KPI
1.1. Provide excellent customer service at all times.
1.2. Ensure that agreed service levels are adhered to.
1.3. Prioritise and manage own work to ensure all assigned tasks are successfully completed.
1.4. Adhere to ICT policies and procedures.
1.5. Offers appropriate advice to users on application features.
1.6. Ensure that all face-to-face contact with customer is dealt with in a technically proficient andfriendly manner.

KPA 2 Effective Problem Resolution Of ICT Infrastructure Incidents And Problems
KPI
2.1. Demonstrate technical proficiency in troubleshooting of queries.
2.2. Adhere to agreed ICT SLA.
2.3. Ensure that the best possible solution is provided to ensure a satisfactory outcome to customer’srequests.
2.4. Diagnose software and hardware problems and provides practical solutions.
2.5. Assists with the installation, configuring and maintenance of infrastructure.
2.6. Travels to Branches / Regions to resolve queries and during specific project executions.
2.7. Provides stand by duties as and when required.

KPA 3 Assists with Disaster Recovery and Business Continuity Plans
KPI
3.1. Assists the Network Engineer and Network Analyst with testing and executing the ICT InfrastructureBusiness Continuity plans as and when required.
3.2. Test and executes the Disaster Recovery Procedures.
3.3. Perform regular backups of data.

KPA 4 Project Participation
KPI
4.1. Adheres to project time lines.
4.2. Communicate on the status of assigned project tasks.
4.3. Adheres to SANBS project management methodology.

KPA 5 Optimisation of Infrastructure
KPI
5.1. Provide input into purchase decisions for network infrastructure.
5.2. Provide suitable alternatives in procuring IT Infrastructure.
5.3. Implement and adhere to IT Policies and procedures.
5.4. Provide the best or appropriate solution.
5.5. Offer advice to users on application features.

KPA 6 Controlling User Access And The Use Of Network Resources
KPI
6.1. Maintain and control user access and the use of network resources as per the company policies.
6.2. Inactivating and or deleting users on Active Directory as per Staff exit list.
6.3. Creating and maintaining user accounts on Active Directory.as per new user requests.

KPA 7 Systems and Network Support
KPI

7.1. Implement and adhere to IT Policies and procedures.
7.2. Offer advice to users on application features.
7.3. Provide first line support of network and servers.
7.4. Provide first line network support for WAN.
7.5. Patching and tracing of network points.
7.6. Ensure connectivity for users to appropriate network resources by making sure networkconfiguration is correct.

Cognitive

Analytical Thinking

Attention to Detail

Judgement and Decision Making

Problem Solving

Planning, organising and monitoring

Personal

• Flexibility and Adaptability
• Resilience and Stress Management
• Drive and Belief in the Cause
• monitoringEthical Behaviour

Interpersonal

• Customer Service Orientation
• Relationship Building Skills
• Teamwork
• Communication
• Knowledge Sharing

Prof. technical

• Technical Skills/ Competence.

Leadership

• Customer Service orientation
• Ethical Behaviour
• Excellence orientation
• Engaging Diversity
• Teamwork

Education

• Grade 12
• Two or more of the following certifications:
• CompTIA A , CompTIA N , MCSE, MCP, MCSA, an IT related degree or diploma.

Experience and knowledge requirements

• At least 1 year experience in any of thefollowing roles: Support Technician or NetworkEngineer.