Campus IT Technician

SUMMARY:
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POSITION INFO:

Job Summary:

To ensure that campuses are operational from an IT perspective and the highest standards are kept. The role of the Campus IT Technician is to make sure that employees as well as the companies’ clients have a good experience on campus from joining the company all the way to completing their stay. Troubleshooting issues will be key in performing your duties. Will provide the overall first level support for staff and clients as well as taking ownership of IT at the campus. Monitoring the campus IT infrastructure will be crucial in this position and reporting on issues and incidents. Responsibilities also include installing software, updates, hardware troubleshooting and repairs, IT assets. Works within the IT Department for the achievement of customer (employee and student) satisfaction, revenue generation, and long-term goals in line with company vision and mission.

• Administration
• Implement standards
• First level support
• Stay relevant with market technology that improves productivity of all employees
• Support all staff on systems used in CTU
• Ensure minimal system downtime
• Install updates and patches

Ethos and Values:

• To ensure the vision for CTU is shared, understood, and implemented effectively.

• To demonstrate a commitment to professional learning and continuous improvement

• To model CTU’s commitment to excellence, independence and opportunity in everyday work and practice.

Duties and Responsibilities:

• Work closely with the Head Office IT Administrators to ensure maximum staff and client satisfaction.
• Updating of documents and tickets being worked on.
• Working against strict deadlines as set out in class schedules, meetings, discussions, and events.
• Demonstrates technical skills and product knowledge in all areas.
• Maximizes all opportunities in the process of finishing a ticket, project, or task resulting in satisfied customers/colleague.
• Assists in the implementation/execution of the company development plans as needed.
• Maintains accurate records of all tickets resolved, tasks done, resolutions followed, projects and time spent on all activities.
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Maintaining and developing relationships with colleagues in person and via Video calls and emails.
• Responding to incoming email and phone enquiries and tickets.
• Representing the company at trade exhibitions, events and demonstrations if required.
• Reviewing own performance, aiming to meet or exceed current work done.
• Gaining a clear understanding of customers' or colleagues’ needs and requirements.
• Might be required to help at other campuses to ensure the campuses perform on an optimal level.
• Be energetic and hardworking and should be able to communicate well with colleagues.

Addition to the above the following will also be your duties and responsibilities, but not limited to

Perform delivery, physical setup, installation, troubleshooting and repair of all IT hardware, software, and networking. Train users on software applications and systems. Troubleshoot issues and outages. Respond to equipment failure and report within an hour. Digital Signage, Conference equipment, Conduct an inventory count once a month to keep track of equipment. Network cable and points must be in working condition. Projectors must be mounted to the ceiling in each class. Network equipment must be installed or mounted as required. Follow up on repairs sent in. Fill in daily check list of equipment availability Reset of student Office 365 account password within hour of query received. All Desktop PC must have side panels and be pop-riveted. Store equipment that is not being used in the IT server room, or allocated room. Equipment sent back to HO or other campuses must have all accessories like cable accompany it. (Movement Form). Attend weekly I.T (Information Technology) meetings. Server room must be always neat and tidy. Report any stolen equipment to the Campus Operational Manager (COM) and ICT Manager immediately. First respond to tickets within 2 hours Make sure that staff data are synced with the online services.

Internal / External Cooperation

• Maintain contact with all peers in the market area to ensure highest levels of client satisfaction.
• Demonstrate ability to interact and cooperate with all company employees.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Proactively establish and maintain effective working team relationships with all support departments.

Experience, Qualifications and Competencies:

Experience:

• 1-2 years’ experience working with IT equipment, inventory and first level support.
• Strong understanding of audits, inspections and comparing data is required.
• Proven ability to achieve goals and deadlines.
• Must also be willing to work on a flexible schedule.
• Punctual on documentation

Qualifications:

• Microsoft 365 International exam (Advantage)
• NQF 4 (IT Tech support), CompTIA A+ and CompTIA N+

Competencies:

• Advance reading,

• Writing and arithmetic skills,

• Effective written and verbal communication skills,

• Interpersonal skills,

• Customer service skills,

• Analytical skills,

• Assertiveness,

• Computer skills,

• Consultative skills,

• High energy level,

• Flexibility/Adaptability,

• Influencing skills,

• Initiative,

• Innovation/Creativity,

• Learning ability,

• Motivation,

• Record keeping

• Problem solving/Decision Making.

• Sensitivity

• Tact

• Team Skills

• Technical Knowledge/Proficiency

• Tenacity

• Tolerance of stress

Relationships

This position will be trained by the IT Manager and Head Office IT Administrators with ongoing support and supervision. Primary support will be given by team members from other campuses. Secondary support will be given by the Senior IT Administrators. This position reports to the Campus Operational Manger (COM)