Support Technician

Job Description

KPA 1 Customer Satisfaction

KPI

1.1. Provide excellent customer service at all times.

1.2. Ensure that agreed service levels are adhered to.

1.3. Prioritise and manage own work to ensure all assigned tasks are successfully completed.

1.4. Adhere to ICT policies and procedures.

1.5. Offers appropriate advice to users on application features.

1.6. Ensure that all face-to-face contact with customer is dealt with in a technically proficient and friendly manner.

KPA 2 Effective Problem Resolution Of ICT Infrastructure Incidents And Problems

KPI

2.1. Demonstrate technical proficiency in troubleshooting of queries.

2.2. Adhere to agreed ICT SLA.

2.3. Ensure that the best possible solution is provided to ensure a satisfactory outcome to customer’s requests.

2.4. Diagnose software and hardware problems and provides practical solutions.

2.5. Assists with the installation, configuring and maintenance of infrastructure.

2.6. Travels to Branches / Regions to resolve queries and during specific project executions.

2.7. Provides stand by duties as and when required.

KPA 3 Assists with Disaster Recovery and Business Continuity Plans

KPI

3.1. Assists the Network Engineer and Network Analyst with testing and executing the ICT Infrastructure Business Continuity plans as and when required.

3.2. Test and executes the Disaster Recovery Procedures.

3.3. Perform regular backups of data.

KPA 4 Project Participation

KPI

4.1. Adheres to project time lines.

4.2. Communicate on the status of assigned project tasks.

4.3. Adheres to SANBS project management methodology.

KPA 5 Optimisation of Infrastructure

KPI

5.1. Provide input into purchase decisions for network infrastructure.

5.2. Provide suitable alternatives in procuring IT Infrastructure.

5.3. Implement and adhere to IT Policies and procedures.

5.4. Provide the best or appropriate solution.

5.5. Offer advice to users on application features.

KPA 6 Controlling User Access And The Use Of Network Resources

KPI

6.1. Maintain and control user access and the use of network resources as per the company policies.

6.2. Inactivating and or deleting users on Active Directory as per Staff exit list.

6.3. Creating and maintaining user accounts on Active Directory.as per new user requests.

KPA 7 Systems and Network Support

KPI

7.1. Implement and adhere to IT Policies and procedures.

7.2. Offer advice to users on application features.

7.3. Provide first line support of network and servers.

7.4. Provide first line network support for WAN.

7.5. Patching and tracing of network points.

7.6. Ensure connectivity for users to appropriate network resources by making sure network configuration is correct.

Competencies.

Cognitive

Analytical Thinking

Attention to Detail

Judgement and Decision Making

Problem Solving

Planning, organising and monitoring

Personal

• Flexibility and Adaptability
• Resilience and Stress Management
• Drive and Belief in the Cause
• monitoring Ethical Behaviour
  
  

Interpersonal

• Customer Service Orientation
• Relationship Building Skills
• Teamwork
• Communication
• Knowledge Sharing
  
  

Prof. technical

• Troubleshooting skills.
• Administrative skills.
• Technical Skills/ Competence.
  
  

Leadership

• Customer Service orientation
• Ethical Behaviour
• Excellence orientation
• Engaging Diversity
• Teamwork
  
  

Minimum Requirements

Education

• Grade 12
• Two or more of the following certifications:
• CompTIA A , CompTIA N , MCSE, MCP, MCSA, an IT related degree or diploma.
  
  

Experience And Knowledge Requirements

• At least 1 year experience in any of the following roles: Support Technician or Network Engineer.
• Active Directory experience.
  
  

Other (knowledge And Skills)

• Valid driver’s license