Technician: ICT End-User Support

7 days ago

Pretoria, Gauteng, South Africa South African Bureau of Standards Full time

To deliver effective 2nd line support to SABS ICT users and to conduct maintenance of ICT equipment at all SABS sites.

About SABS

The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS), promote quality in connection with commodities, products and services, and render conformity assessment services and assist in matters connected therewith. Working for the SABS opens the mind to the world around you. We offer diverse career paths in a dynamic environment that nurtures and recognises talent and potential. Become part of our vision of being a trusted standardisation and business assurance solution provider and join a team that fosters accountability, excellence, and innovation in an inclusive workplace.

SABS is an equal opportunities employer, and our recruitment will be done in line with the Employment Equity Act 55 of 1998 and our EE Policy.

Please note that applications received after the closing date will not be considered.

Qualifications

  1. National Diploma / Diploma in ICT, Computer Science, or equivalent field (NQF Level 6)
  2. CompTIA A+ certification is advantageous.
  3. Information Technology Infrastructure Library (ITIL) Certification Foundation is essential.
  4. MCSE or MCITP certification or multiple MCPs is advantageous.

Work Experience

  1. 3 years relevant work experience in an ICT Support environment.
  2. Proven track record of 2nd Line support in a corporate environment.

Duties and Responsibilities

Functional Management

  • Provide service desk support including assigning incidents and service requests, answering service desk calls, resolving user issues, and escalating unresolved calls as per standard operating procedures as required.
  • Provide 2nd line support such as resolving incidents and service requests, VC, and projectors for all SABS software, hardware, and ICT service requests.
  • Provide remote ICT support to end-users such as remote connection to systems or devices to resolve queries and telephonic support when unable to gain remote connection.
  • Implement the setup and delivery of new and/or replacement ICT equipment, including installation and setup of loan equipment to end-users as per standard operating procedures.
  • Implement the setup of projectors, laptops, teleconferencing, and/or VC for meetings, staff addresses, and training as required.
  • Repair and/or replace faulty ICT equipment as and when required.
  • Ensure that all relevant data is backed up correctly as per standard operating procedures.
  • Ensure faulty ICT equipment is returned to the ICT production office and provide ICT asset administration with the relevant serial number(s) and detailed fault descriptions.
  • Clean and remove malicious software and viruses from infected devices as and when required.
  • Download, test, and install vendor patches and updates when required.
  • Ensure that all stakeholders are updated with relevant information as required.

Risk and Compliance Management

  • Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
  • Support and provide evidence to all internal and external audit and regulatory requirements.
  • Maintain quality risk management standards in line with ISO and regulatory requirements.
  • Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity.
  • Adhere to all relevant laws, policies, and Standard Operating Procedures throughout the organisation.

Stakeholder Management

  • Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation's reputation.
  • Represent and participate in the organisation's committees and task teams when required.
  • Attend meetings and present relevant information to stakeholders when required.
  • Ensure efficient communication to all relevant stakeholders.
  • Ensure the provision of excellent customer service.
  • Resolve and follow-up on queries and problems within span of control and within agreed time frames.
  • Liaise with relevant stakeholders regarding follow-up of information, as required.
  • Escalate unresolved ICT requests and provide status reports as per standard operating procedures.
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