IT Technician

**Duties & Responsibilities**:

- Provide a support and maintenance function for student services; audio-visual services and information communication technology services for NWU users to support their business functions. The responsibilities includes:

- Timely and effective processing and resolution of all audio-visual information technology and telecommunication incidents, problems and requests following agreed procedures
- Coordinating the rapid and appropriate response for escalated higher-level problem resolution
- Providing advice on both new and established systems
- Conducting trend analysis of series data to determine common occurrences and recurring issues
- Determining absolute cause of problems by either recreating the issues in a test environment or reviewing system design
- Providing basic training for users when required
- Acting as liaison between users and information technology department on problem areas, managing client expectations
- May have supervisory responsibilities

**KEY RESPONSIBILITIES**:
1. Service desk and incident management:

- Escalate complex problems to appropriate support team and coordinate rapid resolution thereof
- Monitor progress of escalated tickets to ensure resolution by assigned agent within service level
- Identify recurring incidents by conducting trend analysis
- Determine absolute cause of incidents by recreating the issues in test environment or reviewing system design

2. Infrastructure support:

- Execute routine system checks as assigned
- Provide a standby service as assigned

3. Client liaison:

- Update user on progress and status of ticket
- Provide advice on IT policy, guidelines, procedures and systems
- Provide basic training on audio visual and IT systems when required

4. Administration:

- Keep relevant documents and systems up-to-date
- Contribute to the development / reviewing of procedures, processes and standards
- Liaise with identified external suppliers on service requests as required
- Represent IT-ES/IT-OI on-site to inspect services provided by external parties
- Comply with general NWU responsibilities for staff

5. Projects:

- Participate in projects in assigned role ensuring successful completion of the project

**Desired Experience & Qualification**

**MINIMUM REQUIREMENTS**:

- Diploma in Information Technology, Electronics or Applicable

**EXPERIENCE**:

- 2 years’ experience in PC hardware and software support and problem resolution
- 2 years’ experience in network problem resolution and 1st line support
- 4 years’ experience in soldering and use of power tools
- 4 years’ experience working with cable and couplings
- 4 years’ experience working with electronics components

**RECOMMENDATION**:

- Certificate in Multimedia, Electronics or Industrial Electronics
- IT Certificates (A, N, ITIL)
- 2 years management of contractors

**KEY FUNCTIONAL/ TECHNICAL COMPETENCIES**:

- Knowledge:

- IT Service Management and business / IT relation awareness
- Use IT Service Management tools and technologies
- Experience in the use of PC imaging solutions
- Have a valid driver's license with own transportation cell phone (after hours standby)
- Expertise of sound systems, amplifiers, communication, TV distribution systems (analogue and digital), analogue and digital intruder alarm systems, access control systems
- Expertise in field of computer hardware, software and operating systems
- Trained in health safety regarding work standards, working on heights and electronic work environment
- Skills:

- Have a valid and applicable RSA driver's license
- Expertise in how to use electronic measuring instruments and calibration tools
- Experience in use of different cable types and cable connector type
- Experience in working with soldering iron and power tools

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Soweto, Gauteng: Reliably commute or planning to relocate before starting work (required)