Junior Systems Administrator: Service Desk (Job Level 10) at Stellenbosch University

Duties/Pligte        
ICT Service Centre:    

• Providing support to all customers on the Bellville Park Campus (students, support staff, Faculty, management, etc.);
• Promptly answering telephone calls coming into the Service Centre;
• Picking up and resolving request tickets logged on the Service Centre portal according to the Service Centre SLA's;
• Providing effective and accurate information when dealing with customer enquiries;
• Taking ownership of requests and ensuring that request tickets are kept updated and incidents are managed, prioritised, and escalated efficiently;
• Assessing the urgency of customer requests and prioritising it to assist or to escalate accordingly;
• Providing hardware support for all Stellenbosch University-owned client devices (workstations, laptops, projectors, printers, etc.);
• Providing software support for all Stellenbosch University-approved software;
• Imaging new devices (laptops, workstations) as well backing up and transferring user data between devices;
• Administrating staff and student cards and accessing control;
• Being prepared to work in shifts in order to provide after-hours support;
• Undertaking any other tasks or once-off projects which may be assigned from time-to-time.

Classroom Support:     

• Setting up classrooms for blended / hybrid streaming (Zoom and MS Teams);
• Supporting lectures with audio, video, and technical requirements in the classroom.

Job Requirements/Pos Vereistes        

• A relevant NQF 6 qualification such as a National Diploma or Advanced Certificate;
• MCSA or equivalent two-year IT qualification;
• Two years' relevant work experience;
• A+ and N+ certification;
• Competency in Microsoft Office 365;
• Competency in Microsoft Windows;
• Competency in IT hardware;
• Competency in software/image deployment;
• Competency in Active Directory;
• The ability to communicate clearly and professionally in English with all end-users;
• The ability to ensure that all written communication in English, such as emails and responses on ICT tickets, are grammatically correct and without spelling errors or typos;
• Excellent interpersonal and customer service skills to effectively communicate with end-users;
• A team player that focuses on the success of the team, and not on individual gain;
• A drive to learn more and grow professionally;
• The ability to function independently as well as in a team;
• The ability to function under pressure without compromising accuracy;
• High-level organisational abilities and strong attention to detail;
• The ability to triage requests based on urgency and effort to ensure that requests are completed according to impact;
• The ability to apply critical thinking to identify, diagnose, and resolve technical problems efficiently.

Recommendation/Aanbeveling        

• A bachelor's degree, B-Tech, or Advanced Diploma;
• Knowledge of the Moodle eLearning system;
• Knowledge of video conferencing tools such as Zoom and Microsoft Teams;
• At least three years' relevant work experience;
• ITIL Foundation (v3) certificate;
• Competency in MacOS;
• Fluent in additional official South African languages other than English.