Description

• Maintenance and support of technical environment
• Contributes towards implementation of the ICT strategic deliverables.
• Provides inputs towards planning of the ICT infrastructure deliverables.
• Understand the current and future trends relating to technology developments.
• Research, investigate and advise management on appropriate technologies that will satisfy the current and future infrastructure technology requirements of SAMSA.
• Install, configure, troubleshoot, maintain, monitor, and support end-user devices (laptops, desktops, tablets, etc), servers, network devices (printers, switches, wireless access points, VPN), storage and related services.
• Ensure prompt support response on Exchange and outlook services.
• Contribute to the prompt support and maintenance of Active Directory (AD), Domain Name Services (DNS), Dynamic Host Configuration Protocols (DHCP), Group Policies (GPO), etc.
• Provide Telephony support in conjunction with appointed Service Provider to ensure optimal communication services.
• Responsible for maintenance, upgrade of regional IT Infrastructure to ensure smooth running of SAMSA ICT services.
• Perform daily, weekly, monthly backup operations to ensure all regional files, data, virtual servers are successfully backed up to appropriate media (Tapes & Disk) in line with the Backup and Restoration policy provisions.
• Responsible for management and maintenance of regional Data Centre.
• Implement prescribed security measures to protect organizational data, software, and hardware in alignment with the ICT Security policy and other security controls.
• Ensure that Antivirus agents are deployed on all devices and servers including implementation of patches in all regional devices.
• Provide administration and support function for any services that may be assigned – Citrix, Mimecast, SolarWinds, VMWare, Veeam, Antivirus, etc.
• Ensure effective End-user support (1st, 2nd and 3rd level)

Manage ICT Service Requests as per defined response and resolution timelines, Change Requests, User Access Requests:

•      Attend and update user queries logged via Servicedesk systems according to the defined turn- around timelines.
•      Register tickets on behalf of users on Servicedesk system in an event a user did lot log such as incident.
•      Provide constant feedback to users regarding the status on logged incidents through the Servicedesk system.

Log and track incident tickets to 3rd party Vendor on faulty hardware and software.

• Provide after-hour user support.
• Provide troubleshooting and configuration support for user’s desktop, laptop, and network issues.
• Configure, troubleshoot, and ensure optimal functioning of printers and related.
• Develop and or contribute towards development of ICT Policies, Processes, Procedures, Standards, etc.
• Ensure implementation of ICT deliverables in line with approved ICT Policies, Processes, Procedures, Standards, etc.
• Provide inputs towards development of ICT budget and procurement requirements.
• Provide inputs towards development of specifications, terms of reference (ToR) relating to the procurement of ICT products and services.
• Participate in the Supply Chain Management Committees relating to the procurement of required ICT products and services.
• Ensure optimum uptime and availability of ICT services in accordance with set availability targets.
• Ensure renewal of assigned software’s to avoid irregular expenditure and service interruption. Renewal of warranties
• Manage system security and Vulnerability including antivirus protection and cyber security.
• Ensure effective and management of distribution of ICT Assets
• Management relationship with service provider to ensure effective delivery of services.
• Management of SLA: Monitoring of Service Providers performance and ensuring SLA targets are met monthly.
• Contribute towards development of project scope. Provide inputs on projects budget.
• Develop or provide inputs on developed project charter and plans.
• Implement project risk mitigation actions items.
• Prepare and submit project progress reports and related project documentation.
• Manage and coordinate meetings with stakeholders.
• Prepare and submit monthly and quarterly reports on provisioning of ICT services (networks, servers, availability, backups, etc.
• Record IT Services Requests, Change Requests, User Access Requests, Asset Removal Forms and User Control Forms.
• Keeping record of procurement, delivery notes and invoices.
• Ensure an updated the IT Asset and software Register.

Requirements
QUALIFICATIONS

• National Diploma in Information Technology/Informatics/Computer System or any related qualification (NQF 6)

CERTIFICATION

• Related certification would be an added advantage.
• CompTIA A+
• CompTIA N+
• CompTIA Server+
• ITIL.COBIT
• MCSA
• MCSE
• MWare
• Veeam

EXPERIENCE

• 5 to 7 years’ experience in Desktop Support with understanding of the following: Microsoft Operating Systems, Microsoft applications (Office, outlook, projects, etc).
• Sound knowledge of networking (LAN, VLANS, WAN, Wireless, etc).
• Understanding of server environment (On-Prem and Cloud).
• Experience in antivirus products, device imaging and patch management.
• Experience in supporting diverse portfolio of printer’s products.

COMPETENCIES

• Knowledge of ITIL Framework
• Knowledge of POPI Act
• Knowledge of COBIT
• Knowledge of Microsoft Windows Server environment & Administration
• Knowledge of Microsoft Exchange Server environment & Administration
• Knowledge of Microsoft System Center Configuration Manager (SCCM) environment & Administration
• Knowledge of VMWare Environment
• Knowledge of Veeam Environment
• Knowledge of Netwrix environment & Administration
• Knowledge of SolarWinds Environment
• Knowledge of Servicedesk System