Job Purpose:

• The Senior ICT Support is accountable to co-ordinate, plan and schedule the day-to-day activities of ICT support staff and assists the team to provide technical and training support services.
• Provides on-the-job training to team members and feedback regarding job performance and progress. Co-ordinates systems installations and assists to retrieve stored data. Investigates and resolves system malfunctions or escalates accordingly. Liaises with staff to achieve effective problem resolution.

Duties & Responsibilities:

Service Desk Support

• Deal with escalated tickets and queries
• Resolve high level incidents
• Report on issues and trends experienced
• Document new findings on service desk

Infrastructure Support

• Conduct daily checks on the IT infrastructure (LAN, WLAN, WAN, etc.) to monitor up-time requirements and ensure that systems are running optimally
• Install new servers when required
• Coordinate the deployment of systems and infrastructure within the campus
• Diagnose and troubleshoot where applicable and escalate to necessary internal or external parties
• Fulfill appropriate access requirements for new users
• Interact and liaise with vendors or service providers for support and troubleshooting, where necessary
• Monitor IT security systems and conduct periodic tests and checks to ensure that everything is in order

Software and Hardware Support

• Diagnose and troubleshoot hardware and software issues that are escalated from ICT Support
• Maintain campus software licences and ensure that campus equipment is licensed correctly
• Apply critical and security updates to servers and workstations. 

ICT Project Support

• Arrange and facilitate training for new technologies to campus staff
• Build IT venues as per special projects and campus requirements
• Implement and deploy vulnerabilities as per Group AIT requests

People Management

• Driving a high-performance culture by taking accountability for an effective and well-articulated performance management process
• Conduct performance reviews in accordance with policies and procedures and take corrective actions where necessary
• Providing strategic guidance in the implementation of human resources policies, procedures and practices
• Lead the department by managing appointments, promotions, and industrial relations issues in conjunction with the Human Resources Support Service Unit
• Builds a robust, effective leadership pipeline, succession, and capacity.

Minimum Requirements:

Qualifications

Minimum

• NQF Level 5 Qualification – Higher Certificate in Information Technology
• ITIL Foundations Certificate
• Industry qualification – e.g. MCSE Advantageous

Advantageous

• NQF Level 6 Qualification – Diploma in Information Technology

Experience

Minimum

• 2 years ICT Support / Service Desk Agent experience or similar

Advantageous 

• 1 year Experience in an educational institution