IT Workshop Technician

Durban University of Technology (DUT) is located on the warm east coast of South Africa. It sprawls over seven (7) campuses in tropical and picturesque Durban, and in Pietermaritzburg, with its undulating hills that flow over from the Drakensberg Mountain.

According to our _ENVISION2030_ strategy, DUT’s DNA has two strands, namely _‘people-centred and engaged’_ and _‘innovative and entrepreneurial’_. These are interwoven intrinsically by a number of double pairs consisting of _‘values and principles’_ that bind our double-helix together. The extrinsic expression of our DNA is via _The DUT-Way_; which demonstrates our collective character and behaviour.

The University’s ultimate goal is to contribute towards improving the lives and livelihoods of all its people, both internal and external. DUT consistently strives towards excellence and greatness in teaching-learning and in research-innovation; something that has been recognized recently when _The Times Higher Education’s World University Rankings_ placed DUT within the top 500 of universities in the world and within the top 5 universities in South Africa. The enactment of these internationally recognized strengths is demonstrated in our impactful engagement internally and externally in service of our localities, the region and the country at large.

**Information and Communication Technologies Services (ICTS)**

**ICTS Customer Services**

**Post -** **IT Workshop Technician**

**Minimum Requirements**:

- Diploma IT or Degree in IT or Computer science
- A+ and N+ certification ideal
- 5 years' experience of IT equipment Repair
- 2 years' experience as IT support consultant
- Driver’s license

**Key Competencies**:

- Operating Systems - Windows, Novell, IOS
- Application Software
- Antivirus Applications
- IT Repair Skills

**Training & Knowledge**:

- Trouble shooting
- Rational problem solving
- Quality customer service
- Application in PC, laptop, network and peripheral equipment

**Duties (but not limited to)**:

- Receive an order to repair equipment and analyse to determine the nature and extent of the repairs required; or
- Identify a fault during the execution of preventative maintenance outputs
- Analyse the equipment diagnostics to determine the possible fault
- Identify the fault/malfunctioning in accordance with the diagnostics
- Restore/replace the equipment within SLA standards; or
- Repair the fault in accordance with work instructions, standards and specifications
- Test the equipment to ensure functionality within the allowed parameters
- Preventative Maintenance actions are initiated in accordance with policies and procedures; or
- Maintenance actions are initiated by a fault incident
- Determine the nature of the maintenance in accordance with the incident/schedule
- Consult the relevant work instructions/procedures to determine the maintenance actions required
- Complete the preventative maintenance in accordance with procedures; or
- Identify the faults utilising the relevant diagnostics
- Repair faults in accordance with standards and specifications; or
- Escalate to the relevant role players for a solution
- Identify the need for fault analysis during the execution of outputs; or
- Fault analysis is initiated due to system audit results
- Identify the type of fault analysis required
- Identify and secure the appropriate resources in accordance with sound management principles where multiple members are required
- Collect and collate the relevant fault data
- Conduct research into the fault to determine possible causes
- Fault trends
- Seriousness of the fault
- Impact of the fault on the network
- Possible solutions; or
- Diagnose the problem to determine possible solutions
- Receive and analyse a request to determine the nature and extent of the support to be provided; or
- The need for provision of support is identified during the execution of outputs
- Diagnose the problem to determine the appropriate action
- Provide information
- Provide possible solutions
- Conduct research to develop a solution
- Escalate the problem to the best possible person for resolution
- Provide/develop a solution; or
- Escalate the problem to the relevant role players for a solution
- Ensure that escalated problems are resolved within the allocated time frame
- Manages relationships with, and regularly assesses needs and views of core customers in the DUT in order to improve the quality and effectiveness of services specifically in the following:

- Ensures efficient up to date and continuous Desktop support service to all DUT Users
- Determines user needs and responds promptly and appropriately, referring when necessary
- Manages all aspects of users’ hardware and software
- requirements
- Provides advice and support to other sections of ICT and to DUT staff.
- Receive a request for the configuration of ICT equipment and analyse to determine the configuration requirements
- Creation
- Modification
- Addition of equipment
- Remo