Computer Technician

6 months ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte
- Providing technical assistance and support for incoming queries and issues from end users;
- Keeping accurate record of repairs and fixes for future reference and maintaining standard operating procedures for call logging, reporting and self-help guides;
- Providing effective telephone and remote assistance (with remote assistance tools) to end users through technical support and troubleshooting;
- Providing assistance for end users with registrations and access to University resources;
- Acting as the responsible person for enquiries and feedback to the end user for the full lifecycle of the issue;
- Following through with the end user until the issue has been resolved;
- Supporting and maintaining user account information including rights, security and groups;
- Promoting and maintaining the end user profile related to the cybersecurity status, awareness and training;
- Supporting strategic initiatives for the roll-out and implementations related to client infrastructure;
- Providing first line support for cyber security incidents and escalations with a detailed report of the procedures followed;
- Documenting detected malware on the Service Management platform for tracing and audit reporting;
- Acting as roleplayer for the escalation of ITIL processes in alignment with the support framework for Service Management, in other words best practices of the ITIL processes and escalation paths;
- Thorough knowledge of Stellenbosch University's academic calendar.
- Verskaf tegniese bystand en ondersteuning vir navrae en versoeke vir eindgebruikers;
- Dokumenteer 'n akkurate en deeglike rekord van oplossings vir toekomstige gebruik, onderhou standaardprosedures vir die aanteken van versoeke, verslaggewing en selfhelpgidse;
- Verskaf effektiewe telefoniese en afstandsondersteuning (met behulp van hulpmiddels vir afstandsondersteuning) aan eindgebruikers deur middel van tegniese ondersteuning en foutopsporing;
- Bied tydige ondersteuning aan eindgebruikers deur die regte vrae te vra om die aard van die probleem vas te stel, reageer op e-posse en gee leiding om versoeke telefonies of af-kampus op te los;
- Bied bystand ten opsigte van registrasies en toegang tot Universiteitsbronne;
- Tree op as die verantwoordelike persoon vir navrae en terugvoer aan die eindgebruiker vir die volledige lewensiklus van die versoek;
- Volg op met die eindgebruiker totdat die versoek volledig opgelos is;
- Ondersteun en onderhou gebruikers se rekeninginligting, insluitend hulle regte, sekuriteit en groepe;
- Bevorder en onderhou die eindgebruiker se profiel in terme van kubersekuriteitstatus, -bewustheid en -opleiding;
- Ondersteun strategiese inisiatiewe vir die uitrol en implementering van infrastruktuur vir kliënte;
- Eerste-vlak ondersteuning van kubersekuriteit-insidente en -eskalasies, met 'n gedetailleerde verslag oor die prosedure wat gevolg is;
- Dokumenteer die opsporing van malware op die diensbestuurplatform vir naspeuring
- en ouditverslaggewingdoeleindes;
- Tree op as rolspeler vir die eskalasie van ITIL-prosesse in lyn met die ondersteuningsraamwerk vir diensbestuur, met ander woorde beste praktyke van die ITIL -prosesse en eskaleringsroetes;
- Deeglike kennis van die Universiteit Stellenbosch se akademiese kalender.

Job Requirements/Pos Vereistes
- A one-year diploma in IT field or a related field with two years experience as a service desk technician;
- Proven experience as a computer technician or a similar role working with the necessary technical expertise, as well as experience working with end users;
- Thorough knowledge of computer systems and IT components;
- Knowledge of Linux and Apple;
- A valid driver's licence.
- Een-jaar diploma in IT of 'n verwante vakgebied met twee jaar se ervaring as 'n dienstoonbank tegnikus;
- Ervaring as 'n rekenaartegnikus of 'n soortgelyke rol met die nodige tegniese kundigheid, asook ervaring met eindgebruikers;
- Deeglike kennis van rekenaarstelsels en IT komponente;
- Uitstekende kennis van Windows bedryfstelsels en Microsoft Office toepassings, met inbegrip van die gebruikersregte van lisensies;
- Kennis van Linux en Apple;
- 'n Geldige rybewys.

Recommendation/Aanbeveling
- Knowledge of computer hardware and software standards;
- Knowledge of the trends and life-cycle of operating systems and software;
- Familiar with the core ITIL processes of service request-, incident-, problem
- and change management;
- Knowledgeable about security protocols and data privacy;
- Knowledgeable about software licensing usage rights;
- Excellent problem-solving skills to effectively grasp the cause of hardware or software issues;
- Excellent interpersonal relationship skills to enable collaboration with cross-functional teams in IT, as well as the ability to work independently;
- The ability to perform well under stress in a dynamic environment;
- Excellent telephone skills;
- Excellent customer service and the ability to listen to and understand a client's problem;
- Excell

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