Computer Technician: Service Desk

at  Stellenbosch University

Duties/Pligte

• Providing technical assistance and support for incoming queries and issues from end users.
• Keeping accurate records of repairs and fixes for future reference, and maintaining standard operating procedures for call logging, reporting and self-help guides.
• Providing effective telephone and remote assistance (with remote assistance tools) to end users through technical support and troubleshooting.
• Offering timely technical support by asking questions to determine the nature of the problem, responding to emails and providing guidance to resolve the issues, either telephonically or remotely.
• Providing assistance for end users with registrations and access to University resources.
• Acting as the responsible person for enquires and feedback to the end user for the full lifecycle of the issue.
• Following through with the end user until the issue has been resolved.
• Supporting and maintaining user account information including rights, security and groups.
• Promoting and maintaining the end user profile related to the cybersecurity posture, awareness and training.
• Supporting strategic initiatives for the roll-out and implementations related to client infrastructure.
• Providing first line support for cyber security incidents and escalations with a detailed report of the procedures followed.
• Documenting the detection of malware on the service management platform for tracing and audit reporting.
• Acting as role player for the escalation of ITIL processes in alignment with the support framework for service management, in other words, best practices of the ITIL processes and escalation paths.
• Thorough knowledge of Stellenbosch University’s academic calendar.
• Verskaf tegniese bystand en ondersteuning vir navrae en versoeke van eindgebruikers.
• Dokumenteer `n akkurate en deeglike rekord van oplossings vir toekomstige gebruik, onderhou standaardprosedures vir die aanteken van versoeke, verslaggewing en selfhelpgidse.
• Verskaf effektiewe telefoniese en afstandsondersteuning (met behulp van hulpmiddels vir afstandsondersteuning) aan eindgebruikers deur middel van tegniese ondersteuning en foutopsporing.
• Bied tydige ondersteuning aan eindgebruikers deur die regte vrae te vra om die aard van die probleem vas te stel, reageer op e-posse en gee leiding om versoeke telefonies of af-kampus op te los.
• Bied bystand ten opsigte van registrasies en toegang tot Universiteitsbronne.
• Tree op as die verantwoordelike persoon vir navrae en terugvoer aan die eindgebruiker vir die volledige lewensiklus van die versoek.
• Volg op met die eindgebruiker totdat die versoek volledig opgelos is.
• Ondersteun en onderhou gebruikers se rekeninginligting, insluitende hulle regte, sekuriteit en groepe.
• Bevorder en onderhou die eindgebruiker se profiel in terme van kubersekuriteitstatus, -bewustheid en -opleiding.
• Ondersteun strategiese inisiatiewe vir die uitrol en implementering van infrastruktuur vir kliënte.
• Verskaf eerste-vlak ondersteuning van kubersekuriteit-insidente en -eskalasies, met ’n gedetailleerde verslag oor die prosedure wat gevolg is.
• Dokumenteer die opsporing van malware op die diensbestuurplatform vir naspeuring- en ouditverslaggewingdoeleindes.
• Tree op as rolspeler vir die eskalasie van ITIL-prosesse in lyn met die ondersteuningsraamwerk vir diensbestuur, met ander woorde beste praktyke van die ITIL-prosesse en eskaleringsroetes.
• Deeglike kennis van die Universiteit Stellenbosch se akademiese kalender.

Job Requirements/Pos Vereistes

• NQF 5 with two years’ experience, OR IT certification such as A+ or N+, with at least three years’ experience.
• Proven experience as a computer technician or a similar role working with the necessary technical expertise, as well as experience of working with end users.
• Thorough knowledge of computer systems and IT components.
• Excellent understanding of Windows operations systems and the Microsoft Office applications, including usage rights of licences.
• Knowledge of Linux and Apple.
• A valid driver’s licence.

• Providing technical assistance and support for incoming queries and issues from end users.
• Keeping accurate records of repairs and fixes for future reference, and maintaining standard operating procedures for call logging, reporting and self-help guides.
• Providing effective telephone and remote assistance (with remote assistance tools) to end users through technical support and troubleshooting.
• Offering timely technical support by asking questions to determine the nature of the problem, responding to emails and providing guidance to resolve the issues, either telephonically or remotely.
• Providing assistance for end users with registrations and access to University resources.
• Acting as the responsible person for enquires and feedback to the end user for the full lifecycle of the issue.
• Following through with the end user until the issue has been resolved.
• Supporting and maintaining user account information including rights, security and groups.
• Promoting and maintaining the end user profile related to the cybersecurity posture, awareness and training.
• Supporting strategic initiatives for the roll-out and implementations related to client infrastructure.
• Providing first line support for cyber security incidents and escalations with a detailed report of the procedures followed.
• Documenting the detection of malware on the service management platform for tracing and audit reporting.
• Acting as role player for the escalation of ITIL processes in alignment with the support framework for service management, in other words, best practices of the ITIL processes and escalation paths.
• Thorough knowledge of Stellenbosch University’s academic calendar.
• Verskaf tegniese bystand en ondersteuning vir navrae en versoeke van eindgebruikers.
• Dokumenteer `n akkurate en deeglike rekord van oplossings vir toekomstige gebruik, onderhou standaardprosedures vir die aanteken van versoeke, verslaggewing en selfhelpgidse.
• Verskaf effektiewe telefoniese en afstandsondersteuning (met behulp van hulpmiddels vir afstandsondersteuning) aan eindgebruikers deur middel van tegniese ondersteuning en foutopsporing.
• Bied tydige ondersteuning aan eindgebruikers deur die regte vrae te vra om die aard van die probleem vas te stel, reageer op e-posse en gee leiding om versoeke telefonies of af-kampus op te los.
• Bied bystand ten opsigte van registrasies en toegang tot Universiteitsbronne.
• Tree op as die verantwoordelike persoon vir navrae en terugvoer aan die eindgebruiker vir die volledige lewensiklus van die versoek.
• Volg op met die eindgebruiker totdat die versoek volledig opgelos is.
• Ondersteun en onderhou gebruikers se rekeninginligting, insluitende hulle regte, sekuriteit en groepe.
• Bevorder en onderhou die eindgebruiker se profiel in terme van kubersekuriteitstatus, -bewustheid en -opleiding.
• Ondersteun strategiese inisiatiewe vir die uitrol en implementering van infrastruktuur vir kliënte.
• Verskaf eerste-vlak ondersteuning van kubersekuriteit-insidente en -eskalasies, met ’n gedetailleerde verslag oor die prosedure wat gevolg is.
• Dokumenteer die opsporing van malware op die diensbestuurplatform vir naspeuring- en ouditverslaggewingdoeleindes.
• Tree op as rolspeler vir die eskalasie van ITIL-prosesse in lyn met die ondersteuningsraamwerk vir diensbestuur, met ander woorde beste praktyke van die ITIL-prosesse en eskaleringsroetes.
• Deeglike kennis van die Universiteit Stellenbosch se akademiese kalender