Desktop Technician

**INFORMATION COMMUNICATION AND TECHNOLOGY
**Purpose of the Job**:
To support IT specialists in assisting clients with hardware and software related technical issues and to provide on-site
or remote IT technical assistance including troubleshooting of IT issues. The person appointed to this position will
report to the Infrastructure Manager.

**Requirements**:
A National Diploma in IT or Computer Systems or equivalent. A+ or N+ITIL Foundation certification. Minimum 3
years of Desktop Support Experience.

**Key Performance Areas**:

- Manage the FSCA ICT service desk function as an entry point or single point of contact (SPOC) for business

users.****:

- Respond to calls on ICT Call Centre telephone system.****:

- Log, categorise, prioritise and route service tickets on the ICT incident management system.** -**
Respond to incidents and service requests and ensure that they are successfully finalised and update

stakeholders accordingly.
- Identify, analyse, troubleshoot and resolve computer problem affecting user’s ability to perform business

functions.
- Install, configure, modify and delete user settings according to the FSCA operating standards on new and

existing user computers.
- Create new user and computer profiles and retire old users and computer profiles from the user computers.

frameworks.
- Manage, maintain and support of the audio-visual equipment in the boardroom and all collaboration solutions.
- Provide management of the FSCA printer services in the FSCA environment.
- Install and configure security end point protection and mail encryption solution and ensure that they are always

set up as per the FSCA’s policies and principles.
- Liaise with external vendors to resolve incidences and problems whilst observing governance.
- Participating in team meetings, team discussions and workshops.
- Undertake research to investigate improvement of service support to the FSCA

**Other Key Competencies:
Engineer, Technical Support Engineer, or similar role. Hands-on experience with Windows or Linux or Mac OS
environments. Working knowledge of office automation products and computer peripherals, like printers and
scanners. Knowledge of network security practices and anti-virus programs. Ability to perform remote
troubleshooting and provide clear instructions. Excellent problem-solving and multitasking skills. Customer
- oriented attitude.
- FSCA is committed towards increasing the representation of _marginalised_ groups in line with _its_ Employment Equity _
- Plan. Persons with disabilities are encouraged to apply. _