IT Desktop Support Technician

• Provide on-site user support - excellent response time, provisioning of quality support and problem resolution agreed with the customer in line with the SANRAL ICT support standards and requirements.

MINIMUM REQUIREMENTS AND SKILLS

• A Grade 12/ Senior Certificate.
• IT Diploma/ Degree or Equivalent.
• 3 years minimum relevant desktop and network support working experience in an IT environment.
• Excellent communication skills.
• Good problem-solving skills.
• Excellent analytical skills.
• Attention to detail.
   

ADVANTAGEOUS

• ITIL certification.
• A+/ N+
• MCSE or other relevant certification.
   

WORKPLACE COMPETENCIES 

The successful incumbent will be able to effectively demonstrate the following competencies:

• In-depth understanding and knowledge of MS Windows operating systems and the ability to troubleshoot OS related problem.
• Incident management system experience.
• Basic Network troubleshooting and Knowledge of TCP/IP LAN, VPN, WAN and Wireless networking Environments.
• Knowledge of WSUS, Active Directory, Windows, Intune, System Centre 2012 (SCCM, SCOM, SCSM and Orchestrator) Advantage.
   

KEY RESPONSIBILITIES

Ensure end-user satisfaction: ICT Systems Administration

• Active Directory and Exchange Administration.
• SAP Basis Administration.
• Technical Excellence Academy systems administration.
• Microsoft 365 Administration (Teams, InTune, SharePoint, etc).
•  Video Conferencing (Polycom) System Administration.
• Avaya System and Treasury (CBMS) System Administration.
• Microsoft Configuration Manager Administration and Reporting.
   

Ensure end-user satisfaction: Application and Desktop Support

• Ability to effectively administer, troubleshoot and maintain user applications etc.
• Support and administration for end-user applications such as Microsoft 365, Video Conferencing equipment including Microsoft teams, OpenText (Electronic Document Management system and   Coreshare), SANRAL Website, Printing services and Avaya telephony system.
• Providing understandable and clear guidance and knowledge transfer following the implementation of technology solutions or during the course delivering Root Cause Analyses.
• Install, configure, test, maintain, monitor and troubleshoot associated network and end user’s devices.
• Liaise with and provide end-user training on equipment operations and all SANRAL applications.
• Assist ICT Service Delivery lead with technical specifications on procurement of IT services.
   

Ensure end-user satisfaction: Incident management

• Managed calls logged with helpdesk and ensure all calls logged are responded to and resolved within the agreed SLA.
• Timely escalation of incidents/calls with 3rd-level support.
• Proactively notifying the IT Service Delivery Lead and Infrastructure lead about issues related to failure or poor performance of SANRAL Core systems and networks.
   

Enhance Information Security: User Access Control and Application Compliance.

• User Account Administration (Create, Modify, Terminate) on Active Directory, Exchange, SAP and other ICT systems.
• Build, deploy and monitor OS updates, Standard software updates and Microsoft Patches.
• Monthly monitoring of OS and Software Patches.
• Security Vulnerability Management and remediation.
   

Enhance Information Security: ICT Audits

• Participate in overall ICT Audit
• Ensure that reviewed users’ access on all ICT systems are actioned timely.
• Ensure that all systems and devices are patched according to the patch management policy and procedure.
• Assist ICT Service Delivery Lead and Infrastructure Lead to remediate all audit findings within scheduled timeframes agreed with the Auditor General and Internal Audit.
   

Enhance Information Security: IT Asset management.

• Overall ICT assets management (Issuing, Tagging, disposals, verification).
   

Other Duties 

• Perform other duties as assigned.