Desktop Technician X2

**Key Responsibilities**:
**Key Performance Areas**:
1. Technical Support and Troubleshooting
- Provide level 1 and level 2 support for end-users, including desktop/laptop/tablet hardware, software and network connectivity:

- Answer incoming calls from end-users reporting technical issues and provide real-time assistance.
- Diagnose and resolve technical issues promptly to ensure mínimal disruption to end-users.
- Log all support requests accurately into the ITSM system.
- Escalate unresolved issues to the appropriate team or technician when necessary.
- Provide feedback to users and follow
- up with users to ensure resolution and satisfaction with the support provided.
- Implement updates and patches to maintain system performance and security.
- Respond promptly to support requests, diagnosing and resolving technical issues within agreed
service level agreements.
- Use remote support tools to assist end-users as needed.

2. Hardware and Software Management
- Manage software installations, upgrades, and patches.
- Maintain inventory or hardware and software resources and handle asset tagging.
- Maintain security standards by enforcing policies and addressing identified system vulnerabilities.
- Perform regular system maintenance and security:

- Conduct regular maintenance tasks e.g. system updates, backups and virus/malware scans.
- Adhere to and enforce IT security policies including account management and access control.

3. Network and Connectivity
- Provide support with basic network troubleshooting, including LAN/WAN connectivity, VPN access and Wi-Fi.
- Configure and troubleshoot networked peripherals such as printers and scanners.

4. User Training and Collaboration
- Educate users on best practices for security, productivity tools, and general IT usage.
- Create and maintain documentation for IT policies, procedures and troubleshooting steps.
- Collaborate with other IT team members to resolve technical challenges and escalate complex issues as required.
- Liaise with external vendors for warranty support and equipment repairs.

Key Measures/KPIs:

- Technical support requests resolved within agreed Service Level Agreement (SLA) timeframes.
- Customer support surveys evaluating user experience.
- Average time taken to resolve support tickets.
- Hardware and software deployment efficiency.

Key Internal Liasons Relationships:

- All DBSA staff

Key External Liasons Relationships:

- Service providers
- Other external stakeholders and clients

**Expertise & Technical Competencies**:
**Qualifications and Experience**:
Minimum Requirements:

- An ICT qualification in Computer Science, Information Technology, Information Systems or equivalent.
- A minimum of 5 years in desktop support experience.
- Proficiency in Windows, macOS, and/or Linux operating systems.
- Basic Understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent problem-solving and multitasking abilities.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.

Desirable Requirements:

- A National Diploma in Computer Science, Information Technology, Information Systems or equivalent.
- Customer service training or certificate.
- Minimum of 2 years’ experience in current/ latest Microsoft Operating Systems.
- Minimum of 2 years’ experience using call administration system.
- Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST) or similar certifications.

**Technical Competencies**:
a) IT Security
- Demonstrates awareness of security requirements.
- Demonstrates awareness of privacy requirements and standards.

b) IT Network and Securities
- Has a broad understanding of users and department staff on usage of available IT network solutions to increase productivity.
- Maintain an accurate record of technical specifications related to networks etc. and update those as necessary.

c) IT Support
- Contacts end-user / customer to follow up on services and/or solutions to ensure that their needs have been correctly and effectively met.
- Understands issues from the end-user/customer’s perspective.
- Keeps end-user/customer up-to-date with information and decisions that affect him/her.
- Monitors services provided to end-user / customer and makes timely adjustments as required.
- Proposes new, creative and sound alternatives to improve technical services.
- Uses advanced techniques in solving technical problems.

d) Planning & Organising
- Is relied on to help others plan and organise their workload.
- Uses effectively advanced time management processes to deal with high workloads and tight deadlines.
- Organises, prioritises and schedules tasks so they can be performed within budget and with the efficient use of time and resources.
- Achieves goals promptly, despite obstacles encountered, by organising, reprioritising and re-planning.

e) Written Communication
- Understands that different writing styles are required for different documents or audiences.
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