IT Technician P003121 and P003123 Job at North-West University

IT Technician P003121 and P003123 Job at North-West University… See details on how to apply for the opportunities available at North-West University.

RESPONSIBILITIES:

1. Service Desk and Incident Management:
· Log, analyse, investigate, escalate, monitor, track, resolve, and close complex incidents, problems and requests reported by telephone, request system, e-mail or walk-in, within service level and escalate to responsible agent where applicable by applying the Incident Management Process
· Escalate complex problems to appropriate support team and coordinate rapid resolution thereof;
· Monitor progress of escalated tickets to ensure resolution by assigned agent within service level
· Manage incident until completion
· Identify recurring incidents by conducting trend analysis
· Determine absolute cause of incidents by recreating the issues in test environment or reviewing system design
2. Infrastructure Support:
· Assist with the investigation and resolution of hardware, software and network problems within service level by applying applicable process.
· Install, support and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed availability
· Build and cast images by applying the applicable process and ensuring agreed availability.
· Execute hardware replacement strategy as assigned by applying the applicable process
· Execute routine system checks and backups as assigned
· Monitor and report maintenance and support of 3rd Party supported systems and physical infrastructure in central IT spaces by applying applicable process, ensuring agreed availability, resolution within service level and adherence to Occupational Health and Safety Standards.
· Provide IT standby service as assigned
3. Client liaison
· Update user on progress and status of ticket
· Provide advice on IT policy, guidelines, procedures and systems;
· Provide basic training on services when required
· Market IT services
· Handle general IT queries
4. Administration:
· Keep relevant IT documents and systems up-to-date
· Contribute to the development/reviewing of procedures, processes and standards
· Liaise with identified external suppliers on service requests as required
· Comply with general NWU responsibilities for staff
5. Projects:
· Participate in projects in assigned role ensuring successful completion of the project

Desired Experience & Qualification:
MINIMUM REQUIREMENTS:
· Diploma in Information Technology or applicable
· IT Certificate (A ; N )

EXPERIENCE:
· 4 years’ experience in Hardware architecture and assembly
· 4 years’ experience in Software support
· 4 years’ experience in Network support
RECOMMENDATION:
· IT Certificate (ITIL foundation)
· 4 years’ experience in service desk support