Senior Ict Support

5 days ago

Roodepoort, South Africa IIE MSA and IIE Varsity College Full time

**Direct Reporting Line**:
Head: ICT Support

**IIE MSA**, formerly known as Monash South Africa, was founded in 2001 by Monash University. Since April 2019 we are part of The Independent Institution of Education (The IIE), a leader in the higher education sphere. The IIE is internationally recognised by the British Accreditation Council. IIE MSA, located on a 100-hectare campus in Ruimsig, Johannesburg, in the province of Gauteng. In addition to domestic (South African) students, IIE MSA is home to a diverse of cultures of students from 50 African countries.

**The IIE MSA Ruimsig campus in Roodepoort has a vacancy for a Senior ICT Support.**

**Duties and Responsibilities**:
**Infrastructure Support**
- Conducts daily checks on the IT infrastructure (LAN, WLAN, WAN, etc ) to monitor up time requirements and ensure that systems are running optimally.
- Installs new servers when required. required.
- Co-ordinates the deployment of hardware, systems and infrastructure within the campus.
- Ensures that the necessary security protocols and maintenance procedures for the campus are followed and executed timeously which includes, but is not limited to software patching/updates, BitLocker compliance, Antimalware compliance, SCOM alerts, device imagine, and SCCM compliance.
- Interacts and liaises with vendors or service providers for support and troubleshooting, where necessary.
- Monitors ICT security systems and does periodic tests and checks to ensure that everything is in order

**Service Delivery Escalations**
- Diagnoses and troubleshoots hardware and software issues that are escalated from ICT Supports and compiles and uploads KB articles for future reference.
- Attends to, defines, documents, and hands back to the ICT Supports any escalated ICT Support request that is not on the Catalogue of Services.
- Administers and maintains software, as per the agreed software list.
- Oversees the campus' ICT Service Desk to ensure calls are correctly allocated and timeously addressed.

**Staff Supervision**
- Ensures that the campus has the necessary ICT support during operational hours.
- Co-ordinates and oversees campus ICT Support staff activities and engages in short to medium term tactical planning.
- Provides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting.
- Provides mentorship to ICT Supports.
- Develops succession plan for ICT Supports.

**Competencies Required**:

- Good interpersonal skills
- Computer literacy and systems administration
- Time management and organisational skills
- Initiative and problem solving prowess
- Strong communication skills
- Ability to cope in a pressured environment

**Minimum Qualification Required**:

- Minimum of a Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) in A+/N+ /MCSE / MCTIP.
- Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in A+/N+ /MCSE / MCTIP, advantageous.
- ITIL Foundation Certified, advantageous.

**Minimum Work Experience Required**:

- Minimum of 2 - 3 years ICT Support/Service Desk agent

**Special Requirement**:

- Driver's License, and must be willing and able to work the required ICT shift structure working hours.

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