IT Technician

SUMMARY:
Company: Tolcon

POSITION INFO:
Main Job Purposes
An IT Technician is a professional who is responsible for installing, maintaining, and repairing hardware & software components of the organization's computers. They also support these systems through remote access or site visits as needed by management teams within their company.
 
Organogram
Superior 2nd Level:  Group Head: Information Technology
Superior: Group IT Systems Specialist
This Position: Group IT Technician
Subordinate 1st Level: None
 
Employment Specification

• Grade 12
• Post School: None
• Microsoft Office Products Suite Competent (Requirement)
• CompTIA A+ and N+ Certification (Requirement)
• Microsoft Certified Professional Fundamentals (Requirement)
• Microsoft Certified Systems Administration Certification (Advantage)
• POS (Point-of-Sale) Systems (Advantage)
• Camera Systems (Advantage)
• ITIL Foundation (Advantage)
• In House Induction
• Valid Unendorsed Code 08 Drivers License
• At least 3 years IT related working experience

• Proven experience in a similar role
• Excellent writing, documenting and communication skills in English
• Presentable to our clients and contractors
• Excellent Computer Literacy Skills
• Interpersonal Relationship Skills
• Excellent problem solving and trouble shooting skills
• Excellent planning and follow through of daily activities
• Strong attention to detail
• Ability to work well within a team or alone
• Ability to act quickly in crisis situations and solve problems in stressful situations and under pressure
• Commitment to service delivery, excellent end-user experience and right first-time principles
• Ability to explain technical concepts to inexperienced users
• Time management, self-driven and motivated
• Microsoft Operating System and Application administration and support skills
• Terminal Services support skills
• Solid understanding of backup and recovery principles
• Solid TCP/IP and networking knowledge, inclusive of VLAN, LAN and WAN

• Driver of a light motor vehicle
• Work requires extensive work using a computer
• Physically demanding tasks such as working on Heights

1. Organize and schedule timeous end user application or workstation upgrades and maintenance without deterring others from completing their work.
2. Improves system performance and end user experience by identifying repetitive problem areas and recommending possible changes or improvements.
3. Ensure security and privacy compliance of end-user, endpoint, network connectivity and computer systems.
4. Timeously install and configure appropriate software, hardware, and equipment, according to company specifications and best practice standards, ensuring license compliance.
5. Join, configure, and maintain computer objects on all systems.
6. Manage user account password resets, account lockout and user Self-Service enrolments.
7. Provide orientation and guidance to users on how to operate software and computer equipment, walk the customer through the problem-solving process.
8. Ensure latest operating system, applications, and antivirus software updates applied to all endpoints.
9. Provide general remote and onsite hardware and software support, that includes troubleshooting through diagnostic techniques and pertinent questions to resolve incidents, requests, and problem tickets successfully.
10. Ensure all user queries, requests, incidents, related troubleshooting steps and resolutions are captured, validated, and triaged for further processing.
11. Ensure frequent follow-up, continues and timeous updates on tickets, and feedback through ticketing system, managing all user expectations.
12. Assign unresolved or more complex incidents and/or requests timeously to the next escalation tier stipulated in the technical support escalation matrix.
13. Manage the full life cycle of assigned incidents and requests logged on the service desk ticketing system and achieve the set service level agreement KPI.
14. Maintain and control of all IT inventory (Software and Hardware) assets by providing accurate information when installing, moving, or replacing assets, to update asset registers and inventory lists accordingly.
15. Maintain and control data centre and security access.
16. Maintain neat and tidy workspace, data centres, and storerooms
17. Perform, report, and submit all preventative checklist on all systems as per the stipulated procedures.
18. Perform proactive monitoring of the ICT infrastructure, by troubleshooting, reporting, escalating, and logging of alerts, and preventative maintenance tasks.
19. Maintain confidentiality regarding information being stored, processed, or accessed.
20. Adapts quickly to changing circumstances, new standards, and requests by company management.
21. Acts quickly in crisis situations for the company to resume normal operations as soon as possible.
22. Liaising with 3rd party vendors, suppliers, ICT providers for specific requirements, when required.
23. Contributes to the overall operations of the company by writing, updating, and maintaining internal setup operational procedures.
24. Ensure successful endpoint device agent deployment and device backups.
25. Perform Standby Duties as assigned per Standby Roster.
26. Responsible for following and adhering to all company policies and procedures.
27. Other duties as required to ensure the successful operation of the business and services delivered by the IT Department.