Technical Support Specialist

We provide meaningful careers that connect people with purpose.

We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity.

Netcare invites you to be part of our journey.

• Ensure all computers are joined to Active Directory as per Netcare standards.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, system resources, networks and key functions and processes.
• Create, change, and delete user accounts and groups as per requests via Active Directory and SAP.
• Ensure the organisational unit within Active Directory is maintained, updated and accurate.
• Ensure the Active Directory standards are adhered to at all time with regards to naming conventions, account policies and rights.
• Provide 1st line support per request from various departments and business units. Investigate and troubleshoot issues.
• Repair and recover from hardware or system failures.  Coordinate and communicate with Line Management.
• Manage onsite printing services, including creation of new user printing accounts and costing levels, releasing of pin codes to new users and the setup of FTP and Scan to Mail accounts on MFU devices.
• Maintain Server room Standards, Safety checks included.
• Ensure regular preventative maintenance on dot matrix, line printers, label printers and handheld scanners.
• Assist with basic troubleshooting on Current PABX system and telephone units, including the creation of new extensions, pin codes and barring levels.
• Maintain current Backup Software at Hospital Level to ensure business related data is retained and recoverable.
• Maintain systems and networks environmental equipment as per standards.

Ensure that Store and Forward Servers at site level are fully operational, that the hand link application is open and that clock information is pulling through daily.

• Ensure all incidents and requests for service are logged on the Helpdesk system.
• Manage all IT request via the Helpdesk system.
• Work closely with 3rd party service providers to provide continuous service to business.
• Ensure Helpdesk escalations are managed to completion.
• Ensure VIP IT issues are expedited and resolved in the shortest possible time frame.
• Ensure support calls are resolved in timely, efficient and professional manner.
• Following up and updating all logs in a timely manner as per Group IT requirements.

Resolve all logs and issues within SLA standards ensuring SLA is met.

• Apply patches and upgrades on a regular basis, and upgrade administrative tools and utilities.
• Configure / add new services as required.
• Upgrade and configure system software and hardware that supports Netcare infrastructure and networks as per project or operational needs.
• Maintain operational, configuration and setup standards as per Netcare policies and procedures.
• Perform periodic performance and/or environment reporting to support capacity planning and budget cycles.
• Perform on-going performance tuning, hardware upgrades, and resource optimization as required. 
• Ensure adherence to Group IT policies, standards and procedures.
• Ensure all users are aware of IT policies and procedures.
• Ensure users meet and maintain group standards.
• Implement, adhere to and maintain Active Directory delegation of rights and security standards.
• Maintain and adhere to current IT Control Self-Assessment.
• Ensure all computers on the domain meet the minimum SCCM requirements and are inventoried to ensure application and software registers are in place.
• Maintain IT asset register.
• Utilise SCCM to facilitate the installation of approved software, removal of non-compliant software and reporting.
• Proactively improve service availability wherever possible, and optimise the availability of the IT Infrastructure to deliver cost-effective improvements that deliver tangible benefits to the business within the Group IT guidelines.
• Ensure compliance with EA standards, policies and procedures with regards to approved software, systems and equipment within the Netcare IT landscape.
• Request for any IT related software; system or equipment that is not currently approved by EA to be presented and approved as per the set guidelines and terms of reference.
• Adhere to Enterprise Architecture Committee (EA) standards and procedures.
• Ensure compliance with CAB standards, policies and procedures with regards to Infrastructure and system changes within the Netcare IT landscape.
• Requests for changes within the environment to be approved in accordance with the CAB standard terms of reference and guidelines.
• Comply with Change Advisory Board (CAB) requirements and policies.
• Adhere to Group IT plans for Projects as required, manage own deliverables and timeframes to ensure that the Group IT deliver to committed tasks and projects deadlines.
• Manage personal KPI's in accordance with company policy and performance management guidelines and systems.
• Interfaces with Information Management Team and IT Technical team to define and create infrastructure services and solutions in line with business requirements.
• Interface with 3rd party vendors to ensure operations conform to best practice and industry standards.
• Work effectively and co-operatively with others to establish and maintain good working relationships that are mutually beneficial.
• Maintain customer intimacy and foster effective working relationships through building relationships with internal and external stakeholders.
• Build strategic inter-departmental relationships to help achieve business goals at various level within the organisation.
• Assist with the co-ordination of Stakeholders meetings.
• Actively participate as a member of a team to achieve goals.
• Active involvement in own professional development to maintain a satisfactory level of skill and knowledge.
• Keep up to date with Netcare's evolving policies and procedures.

Join the team that providing the best and safest
care.