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 Duties and 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

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**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 possib