Job Description

Duties/Pligte

ICT Service Centre:

Providing support to all clients on Bellville Park Campus (students, support staff, faculty, management, etc.). Promptly answering telephone calls coming into the Service Centre. Picking up and resolving request tickets logged on the Service Centre portal according to the Service Centres SLAs. Taking ownership of requests and ensuring that request tickets are kept updated and incidents are managed, prioritised, and escalated efficiently. Providing hardware support for all Stellenbosch University-owned client devices (workstations, laptops, projectors, printers, etc.). Providing software support for all Stellenbosch University-approved software. Imaging new devices (laptops, workstations), as well as backing up and transferring user data between devices. Administrating staff and student cards and access control. Assisting with maintaining an inventory of all ICT equipment and ensuring timely updates and replacements. Undertaking any other tasks or once-off projects which may be assigned from time to time.

Classroom Support:

Setting up classrooms for blended/hybrid streaming (Zoom and MS Teams). Supporting lecturers with audio, video, and technical requirements in the classroom.



Job Requirements/Pos Vereistes
A relevant NQF 6 qualification, such as a national diploma or advanced certificate, with two years' relevant work experience,

OR

an NQF 5 qualification with three years' relevant work experience. Microsoft Fundamentals, CompTIA A+, CompTIA N+, CompTIA ITF+, or equivalent certification. Competency in Microsoft Office 365 with proven experience in supporting and troubleshooting Microsoft 365 applications. An understanding of MFA platforms such as Microsoft Authenticator. Familiarity with basic cybersecurity principles such as secure password practices and phishing recognition. Experience with troubleshooting technical issues on PCs, laptops, and printers. A natural problem-solver who enjoys figuring things out, and who has the ability to apply critical thinking to identify, diagnose, and resolve technical problems efficiently. The ability to assess the urgency of customer requests and prioritise to assist or to escalate accordingly. The ability to provide effective and accurate information when dealing with customer enquiries. The ability to communicate clearly and professionally in English with all end-users. The ability to ensure that all written communication in English, such as emails and responses on ICT tickets, are grammatically correct and without spelling errors or typos. Willingness to work in shifts to provide after-hours support. Excellent interpersonal and customer service skills to effectively communicate with end-users. A team player that focuses on the success of the team, and not on individual gain. An eagerness to learn more and grow professionally. The ability to function independently and take responsibility for your outputs. The ability to function under pressure without compromising accuracy. High-level organisational abilities and strong attention to detail. The ability to triage requests based on urgency and effort to ensure that requests are completed according to impact. Committed to furthering your studies in the IT field (obtaining Intermediate Microsoft Certification, CompTIA Tech+, or equivalent two-year IT qualification).
Recommendation/Aanbeveling
Bachelor's degree, B-Tech, or advanced diploma. MCSA, Intermediate Microsoft Certification, CompTIA Tech+, or equivalent two-year IT qualification. Knowledge of the Moodle eLearning system. Knowledge of video conferencing tools such as Zoom and Microsoft Teams. Knowledge of Cloud Services. ITIL Foundation (v3) certificate. Competency in MacOS. * Fluent in additional official South African languages other than English.