Senior ICT Support - Roodepoort at IIE MSA and IIE Varsity College

Duties and Responsibilities:

Infrastructure Support  

• Conducts daily checks on the IT infrastructure (LAN, WLAN, WAN, etc.) to monitor up time requirements and ensure that systems are running optimally.
• Installs new servers when required. required.
• Co-ordinates the deployment of hardware, systems and infrastructure within the campus.
• Ensures that the necessary security protocols and maintenance procedures for the campus are followed and executed timeously which includes, but is not limited to software patching/updates, BitLocker compliance, Antimalware compliance, SCOM alerts, device imagine, and SCCM compliance.
• Interacts and liaises with vendors or service providers for support and troubleshooting, where necessary.
• Monitors ICT security systems and does periodic tests and checks to ensure that everything is in order

Service Delivery Escalations

• Diagnoses and troubleshoots hardware and software issues that are escalated from ICT Supports and compiles and uploads KB articles for future reference.
• Attends to, defines, documents, and hands back to the ICT Supports any escalated ICT Support request that is not on the Catalogue of Services. 
• Administers and maintains software, as per the agreed software list.
• Oversees the campus' ICT Service Desk to ensure calls are correctly allocated and timeously addressed.

Staff Supervision

• Ensures that the campus has the necessary ICT support during operational hours.
• Co-ordinates and oversees campus ICT Support staff activities and engages in short to medium term tactical planning.
• Provides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting.
• Provides mentorship to ICT Supports.
• Develops succession plan for ICT Supports.

Competencies Required:

• Good interpersonal skills
• Computer literacy and systems administration
• Time management and organisational skills
• Initiative and problem solving prowess                            
• Strong communication skills
• Ability to cope in a pressured environment         

Minimum Qualification Requirements:

• Minimum of a Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) in A+/N+ /MCSE / MCTIP.
• Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in  A+/N+ /MCSE / MCTIP, advantageous.
• ITIL Foundation Certified, advantageous.         

Minimum Work Experience Requirements:

• Minimum of 2 - 3 years ICT Support/Service Desk agent

Special Requirement:

• Must be willing and able to work the required ICT shift structure working hours.