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Senior ICT Support

4 months ago

Pietermaritzburg, KwaZulu-Natal, South Africa Varsity College Full time

Direct Reporting Line:
 Head: Student Experience

Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education

The IIE Varsity College, Pietermaritzburg Campus has a vacancy for a Senior ICT Support.

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:
  • Driver's License, and must be willing and able to work the required ICT shift structure working hours.

The IIE's Varsity College is an Equal Opportunity Employer. However, preference may be given to previously underrepresented groups in accordance with the South African Employment Equity Act.