Support Technician


The position based in Mount Edgecombe, KZN will be to support the ICT infrastructure by adhering to Service Level Agreement (SLAs), policies, and ensuring the implementation possible solutions of best practice*KPA 1 Customer Satisfaction*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 and friendly manner.*KPA 2 Effective Problem Resolution Of ICT Infrastructure Incidents And Problems*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 customers requests.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*3.1. Assists the Network Engineer and Network Analyst with testing and executing the ICT Infrastructure Business 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*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*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*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*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 network configuration is correct.*Education*Grade 12.A and N *Ideal*MCP Qualification*Experience and knowledge requirements*1-2 Years experience as a Support Technicianor*Ideal*2-3 Years as a Support Technician.*Other (knowledge and skills), e.g. understanding of relevant legislation; knowledge of relevant company procedures.*Valid code EB drivers license*Education*Grade 12.A and N *Ideal*MCP Qualification*Experience and knowledge requirements*1-2 Years experience as a Support Technicianor*Ideal*2-3 Years as a Support Technician.*Other (knowledge and skills), e.g. understanding of relevant legislation; knowledge of relevant company procedures.*Valid code EB drivers license
Posted
05/05/2022
Location
Durban, ZN, ZA