IT Technician

**Job Advert Summary**:
**IT Technician**

**Sweetwaters (Pietermaritzburg)**

**Permanent appointment**

**Ref No: (IT - SW 05/23)**

**Minimum Requirements**:
**Minimum Requirements**
- This position is that of a Desktop and Network Support Technician with at least 5 years of experience in the IT networking environment. Preferably with an IT Diploma, ITIL, (Certification in related technical or customer service-oriented discipline)
- CompTIA A+, N+, Server+ certifications
- Microsoft 365 Fundamentals and technology-specific certifications

**Desired Experience**
- MS Desktop and Mac Operating system
- MS Office / 0365
- Experience with mobile devices, mainly but not limited to Apple and Android
- Working knowledge of remote support tools
- Cloud Computing products
- Networking - LAN/WAN
- Wireless Networking
- Internet connectivity
- Antivirus and Firewall experience
- Switches and servers

**Attributes**
- Ability to work with limited supervision
- Good communication skills
- Ability to multitask
- Good problem solving skills
- Good customer Service

**Duties and Responsibilities**:
**Key Responsibilities**

The Desktop and Network Support Technician will be responsible for:

- Diagnose and resolve software issues including operating systems, MS Office, 0365, etc.
- Diagnose and resolve Hardware issues on laptops, Polycom conference units, desktops, monitors, headsets, etc.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Talking to staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
- Setting up new users' accounts and profiles and dealing with password issues
- Manage incidents, problems and requests raised by end users, logging all activity in the service management system.
- Responding within agreed time limits to call-outs
- Being part of a team and delivering desktop and network support to the HSRC customers.
- Assist with projects that are project managed by the Research programs/business units.
- Set up connectivity solutions such as Fibre, and LTE for example.
- Setup and configure workstations and peripherals for end-users
- Replacing desktop computer parts as and when required
- Enforce ICT security policy and ensure all measures are in place for information protection, password policy, etc.
- Install antivirus and antimalware on all desktop computers
- Ensure that software updates and patches are continuously applied
- Provide technical conference support for office and offsite meeting
- Testing and evaluating new technology
- Training staff and orienting them on how to use computer hardware and software systems.
- Liaising with site (office) manager at all times
- After hour standby support for escalated queries and IT-related issues