Group IT Technician

JOB SPECIFICATION

**Position**: GROUP IT TECHNICIAN
Main Job Purposes
An IT Technician is a professional who is responsible for installing, maintaining, and repairing hardware & software components of the organization's computers. They also support these systems through remote access or site visits as needed by management teams within their company.

**Education (minimum requirements to perform the job)**:
**School**: Grade 12

**Post School**: None

**Job Related**: Microsoft Office Products Suite Competent (Requirement)
CompTIA A+ and N+ Certification (Requirement)
Microsoft Certified Professional Fundamentals (Requirement)
Microsoft Certified Systems Administration Certification (Advantage)
POS (Point-of-Sale) Systems (Requirement)
Camera Systems (Requirement)
ITIL Foundation (Advantage)

**In House**: In House Induction

**Other**: Valid Unendorsed Code 08 Drivers License

**Experience**: At least 3 years IT related working experience

**Required competencies to meet the job outcomes**:
Proven experience in a similar role
Excellent writing, documenting and communication skills in English
Presentable to our clients and contractors
Excellent Computer Literacy Skills
Interpersonal Relationship Skills
Excellent problem solving and trouble shooting skills
Excellent planning and follow through of daily activities
Strong attention to detail
Ability to work well within a team or alone
Ability to act quickly in crisis situations and solve problems in stressful situations and under pressure
Commitment to service delivery, excellent end-user experience and right first-time principles
Ability to explain technical concepts to inexperienced users
Time management, self-driven and motivated
Microsoft Operating System and Application administration and support skills
Terminal Services support skills
Solid understanding of backup and recovery principles
Solid TCP/IP and networking knowledge, inclusive of VLAN, LAN and WAN
Work Environment
The work environment characteristics are those encountered in a typical office with onsite and remote IT support. Standard work Hours will require alternate weekend and public holiday days, according to a roster.
Essential

**Responsibilities**:
All duties take place in accordance with the requirements of the client, Occupational Health and Safety Act and other relevant legislation. Duties include the following:
2. Improves system performance and end user experience by identifying repetitive problem areas and recommending possible changes or improvements.
3. Ensure security and privacy compliance of end-user, endpoint, network connectivity and computer systems.
4. Timeously install and configure appropriate software, hardware, and equipment, according to company specifications and best practise standards, ensuring license compliance.
5. Join, configure, and maintain computer objects on all systems.
6. Manage user account password resets, account lockout and user Self-Service enrolments.
7. Provide orientation and guidance to users on how to operate software and computer equipment, walk the customer through the problem-solving process.
9. Provide general remote and onsite hardware and software support, that includes troubleshooting through diagnostic techniques and pertinent questions to resolve incidents, requests, and problem tickets successfully.
10. Ensure all user queries, requests, incidents, related troubleshooting steps and resolutions are captured, validated, and triaged for further processing.
11. Ensure frequent follow-up, continues and timeous updates on tickets, and feedback through ticketing system, managing all user expectations.
12. Assign unresolved or more complex incidents and/or requests timeously to the next escalation tier stipulated in the technical support escalation matrix.
13. Manage the full life cycle of assigned incidents and requests logged on the service desk ticketing system and achieve the set service level agreement KPI.
14. Maintain and control of all IT inventory (Software and Hardware) assets by providing accurate information when installing, moving, or replacing assets, to update asset registers and inventory lists accordingly.
15. Maintain and control data centre and security access.
16. Maintain neat and tidy workspace, data centres, and storerooms
Page 3 of 3
17. Perform, report, and submit all preventative checklist on all systems as per the stipulated procedures.
18. Perform proactive monitoring of the ICT infrastructure, by troubleshooting, reporting, escalating, and logging of alerts, and preventative maintenance tasks.
19. Maintain confidentiality regarding information being stored, processed, or accessed.
20. Adapts quickly to changing circumstances, new standards, and requests by company management.
21. Acts quickly in crisis situations for the company to resume normal operations as soon as possible.
22. Liaising with 3rd party vendors, suppliers, ICT providers for specific requirements, when required.
23. Contributes to the overall operat