Junior Systems Administrator: Service Desk

6 days ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte
**_ICT Service Centre:_**
- Providing support to all clients on Bellville Park Campus (students, support staff, faculty, management, etc.).
- Promptly answering telephone calls coming into the Service Centre.
- Picking up and resolving request tickets logged on the Service Centre portal according to the Service Centre¿s SLAs.
- Taking ownership of requests and ensuring that request tickets are kept updated and incidents are managed, prioritised, and escalated efficiently.
- Providing hardware support for all Stellenbosch University-owned client devices (workstations, laptops, projectors, printers, etc.).
- Providing software support for all Stellenbosch University-approved software.
- Imaging new devices (laptops, workstations), as well as backing up and transferring user data between devices.
- Administrating staff and student cards and access control.
- Assisting with maintaining an inventory of all ICT equipment and ensuring timely updates and replacements.
- Undertaking any other tasks or once-off projects which may be assigned from time to time.

**_Classroom Support:_**
- Setting up classrooms for blended/hybrid streaming (Zoom and MS Teams).
- Supporting lecturers with audio, video, and technical requirements in the classroom.

Job Requirements/Pos Vereistes
- A relevant NQF 6 qualification, such as a national diploma or advanced certificate, with two years' relevant work experience, **OR** an NQF 5 qualification with three years' relevant work experience.
- Microsoft Fundamentals, CompTIA A+, CompTIA N+, CompTIA ITF+, or equivalent certification.
- An understanding of MFA platforms such as Microsoft Authenticator.
- Familiarity with basic cybersecurity principles such as secure password practices and phishing recognition.
- Experience with troubleshooting technical issues on PCs, laptops, and printers.
- The ability to assess the urgency of customer requests and prioritise to assist or to escalate accordingly.
- The ability to provide effective and accurate information when dealing with customer enquiries.
- The ability to communicate clearly and professionally in English with all end-users.
- Willingness to work in shifts to provide after-hours support.
- Excellent interpersonal and customer service skills to effectively communicate with end-users.
- A team player that focuses on the success of the team, and not on individual gain.
- An eagerness to learn more and grow professionally.
- The ability to function independently and take responsibility for your outputs.
- The ability to function under pressure without compromising accuracy.
- High-level organisational abilities and strong attention to detail.
- The ability to triage requests based on urgency and effort to ensure that requests are completed according to impact.
- Committed to furthering your studies in the IT field (obtaining Intermediate Microsoft Certification, CompTIA Tech+, or equivalent two-year IT qualification).
- _

Recommendation/Aanbeveling
- Bachelor's degree, B-Tech, or advanced diploma.
- MCSA, Intermediate Microsoft Certification, CompTIA Tech+, or equivalent two-year IT qualification.
- Knowledge of the Moodle eLearning system.
- Knowledge of video conferencing tools such as Zoom and Microsoft Teams.
- Knowledge of Cloud Services.
- ITIL Foundation (v3) certificate.
- Competency in MacOS.
- Fluent in additional official South African languages other than English.

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