1) Core Purpose IT technicians diagnose computer problems, monitor computer processing systems, install softwa...

JOB INDEX - 3 years ago - Job Mail

3 years ago

It Technician

1) Core Purpose
IT technicians diagnose computer problems, monitor computer processing systems, install software, and perform tests on computer equipment and programs. Technicians may also set up computer equipment, schedule maintenance and teach staff to use programs. Other job duties can include minor repairs and ordering of computer parts.
2) Key Role Outputs
a) Primary responsibility is User support and Customer service, being present and available to Clients requiring technical assistance
b) Respond to questions received via email and calls
c) Become familiar with each Client and their respective applications
d) Learn fundamental operations of commonly used software, hardware, and other equipment
e) Follow standard Service Desk operating procedures; accurately update all Service Desk tickets using the defined tracking software
f) Become familiar with helpdesk policies and services
g) Become familiar with the Systems, Network, Database, Desktop Engineers, Programmers, Developers, and the IT Department
h) Dealing with hardware and application support queries and issues reported to the support desk
i) Take ownership and responsibility of issues from start through to a successful resolution
j) Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
k) Dealing with queries by following departmental procedures for fault resolution
l) Receive and log work requests using some applications such as MicrosoftCRMLibre Office VOIP or other related applications
m) Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
n) Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
o) Maintain adequate knowledge of operating systems and application software used to provide a high level of support
p) Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures
q) Documents service and installation actions by completing forms, reports, logs, and records
r) Installing and configuring computer hardware operating systems and applications
s) Monitoring and maintaining computer systems and networks
t) Guide staff through a series of actions, either face to face or telephonically to help set up systems or resolve issues
u) Troubleshooting system and network problems and diagnosing and solving hardware or software faults
v) Replacing parts as required
w) Providing support, including procedural documentation and relevant reports
x) Following diagrams and written instructions to repair a fault or set up a system
y) Supporting the roll-out of new applications
z) Setting up new Users' accounts and profiles and dealing with password issues
aa) Responding within agreed time limits to call-outs
bb) Working continuously on a task until completion (or referral to third parties, if appropriate)
cc) Conducting electrical safety checks on computer equipment
3) Mandatory Qualifications
a) Matric (Grade 12) or NQF equivalent
b) A+
c) N+
4) Advantageous Qualifications
a) Not applicable
5) Mandatory Experience/Exposure
a) Minimum of 2 years’ experience in Information Technology
b) Valid Driver License with own reliable transport
c) Require strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems, and basic computer programming
d) Familiarity with electronic equipment
e) Prioritizing and managing many open cases at one time
6) Advantageous Experience/Exposure
a) Spiceworks system knowledge
b) Understanding or knowledge of Linux
c) Internet applications and security may also be required
7) Knowledge and Skills
a) Ability to handle constant changing flow of traffic
b) Multitask effectively during busy times
c) Ability to utilize the applications for Microsoft Office and Linux based software for support, reporting and documentation
d) Friendly presence and helpful attitude
e) Good interpersonal skills and ability to work well with others
f) Excellent oral and written communication skills, this position requires frequent interaction with staff/internal Clients
g) Excellent telephone etiquette, ability to provide technical support over the phone, previous customer service experience will be advantageous
h) Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
i) Remain productive during slow times
j) Applying expertise and technology
k) Analysing
l) Learning & Researching
m) Delivering results and meeting Customer’s expectations
n) Achieving personal work goals and objectives
8) Desired attributes
a) Respect the importance of confidentiality
b) Willingness to assist after hours if and when the need arise
c) Honest, humble and hardworking
d) Uphold high standards of integrity
e) Professional demeanor
f) Exercise patience and professionalism during stressful situations
g) Creative and innovative, ability to think around problems and come up with solutions
h) Ability to work with or without direct supervision, and form part of a team

NOTE: Applicants will be selected according to the vacancy criteria.
Interested individuals may submit their CVs to the HR Department via email: