Job Description

PURPOSE

Maintain and Support Information Technology Systems at RTT Group Branches and Customer Sites

JOB OUTPUTS AND KEY PERFORMANCE INDICATORS

1.xc3x82 xc3x82 xc3x82 xc3x82 Daily Tasks

• Weekly rotational shift
• Ensure your on-time arrival and availability on site at the RTT JetPark.
• Perform various tasks as delegated by operations manager or supervisor.
• Answer inbound telephone calls within 30 seconds.
• Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request.
• Ensure tickets are accurately updated with details (investigation notes, and technical details).
• Ensure assigned tickets are proactively managed and updated frequently.
• Ensure clients and users receive updates on calls logged.
• Verify, review, and allocate tickets in the inbound unassigned queue.
• Ensure tickets are completed as per the Incident Management and Service
• Request Management processes.
• Create, Review and update knowledge base and standard operating procedure documents regularly.
• Major incidents are escalated to either the service desk supervisor or operations manager and/or escalated to Infrastructure or Development teams where applicable.
• Build and maintain professional relationships with customers and users.
• Systems Monitoring and escalation - NOC (Network Operations Centre), Servers.
• Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).
• Maintenance on equipment to improve equipment condition and lifespan.
• Cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE (on rotational shifts).
• Second line or desktop support (on rotational shifts).
• Work cohesively and contribute to the success of the team.
• Adhere to and comply with NWOW standards (Job cards, project admin and any future changes to be implemented).
• Comprehensive handover to next operator on shift.
• Tidy and maintain work area.

2.xc3x82 xc3x82 xc3x82 xc3x82 Quality

• Aid in maintaining relevant quality accreditations throughout the business (e.g., ISO9001).
• IT hardware audits (sites and branches).
• Ensure that technical and functional standards are adhered to. Report any suspicious or unauthorised activity.
• Interact with users on a regular basis to establish new and/ or future requirements.
• Ensure active communications and drive a high performing service orientated and collaborative culture in division, between divisions, and support functions.
• Drive continuous improvement within area of accountability whilst ensuring compliance to applicable statutory and regulatory requirements.
• Reporting: Daily, Weekly or Monthly reporting on Projects and IMACD to Regional IT Support Manager.
• Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).

3.xc3x82 xc3x82 xc3x82 xc3x82 Support

• Deal with first line support queries at RTT Group branches and client sites. As received or assigned via the call logging methods.
• Provide remote, telephonic or in person support to RTT Group staff and customers within SLA.
• Create, Review and update knowledge base and standard operating procedure documents regularly.
• Weekly contact with branches as allocated. (Check-in with BM and assist with support related queries or requests).

4. xc3x82 xc3x82 Continuous Improvementxc3x82

Requirements (Experience Qualifications)

• High School (matric) (Required).
• CompTIA A+, N+ (Beneficial).
• OEM Certification (Beneficial).
• Azure Fundamental (Beneficial).
• M365 Certification or 1- 2 yearsxc3xa2xe2x82xacxe2x84xa2 experience (Install, Configure and troubleshooting).
• Basic knowledge in server setup and maintenance beneficial.
• ITIL Foundation (Beneficial).

Required Skills

• Effective communication at all levels
• People skills.
• Information processing skills.
• Analysis skills.
• Critical thinking skills.
• Reporting skills.

Required Competenciesxc3x82

• Ability to work under pressure.
• Self-driven and accountable.
• Emotional intelligence.
• Problem solving.
• Critical thinking.
• Judgement decision making.
• Adapt to change.
• Result driven.

In view of the Employeexc3xa2xe2x82xacxe2x84xa2s position and responsibilities, the Employee shall invariably from time to time be required to work after his ordinary working hours, on weekends and/or official public holidays of the Republic of South Africa.

Rotational Shifts

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