Job Description

###

Job Advert Summary

Eduvos is looking to employ the services of a

Online IT Support Technician

Purpose of the role

To provide first level IT technical support services for our online and part-time academic programmes, handling all IT-related queries, service requests, incidents, and problems for the student and staff community.



The role will ensure timely resolution of issues by following ITIL best practices and utilizing an IT Service Management (ITSM) system to log, track and manage requests. This position requires a combination of strong technical expertise, excellent communication abilities, and effective problem-solving skills to maintain a high standard of support for students and staff from the afternoons until after-hours (Mondays to Fridays), and on Saturdays.



The role reports to the National IT Service Manager and will work closely with the rest of the IT support teams to deliver a seamless support experience.

###

Minimum Requirements

Qualifications:

Minimum of a tertiary IT qualification at NQF level 7 (e.g. Bachelor's Degree or Advanced Diploma) A+ and N+ certifications are highly desirable. ITIL certification is highly desirable (but not essential) Project Management certification is highly desirable (but not essential)

Experience:

1-2 years' relevant experience in an IT support, helpdesk, or technical service role is highly desirable.. Working knowledge of IT Service Management processes and ITIL best practices. Experience with incident management, service request fulfilment, and basic problem management is expected. The ability to follow established workflows and contribute to process improvement is important.
###

Duties and Responsibilities

As the

Online IT Support Technician

you will be responsible for :

Respond to IT Support Queries:

as the first point of contact for technical support for online and part-time programmes.

Troubleshoot and Resolve Technical Issues:

Diagnose and resolve hardware, software, and network connectivity issues. This includes assistance with: + myLMS (e-Learning system), Mircrosoft365 (including Outlook email) and the Student Portal
+ Software installation issues, Wi-Fi / connectivity troubles, and support of other tools and systems.
+ Active Directory Management: Add student accounts, merge accounts where needed, reset passwords, edit accounts and assign to groups.
+ Add and manage students' Microsoft 365 licenses and user account in MS Azure.

Incident & Service Request Management - manage service requests and incidents in alignment with ITIL best practices

, ensuring proper categorization, prioritization, and tracking in the ITSM system

Problem Escalation & Coordination:

Recognize recurring problems or major incidents and

escalate issues that require higher-level intervention

in a timely manner.

Exam and Assessment Support

: Assist students during crucial assessment cycles including support relating to proctoring software.

Communication & Status Updates:

Keep users informed on the status and progress of their IT issues. Manage user expectations and satisfaction by maintaining a helpful, patient, and professional tone in all communications.

Collaboration

- Work closely with other IT support teams to ensure seamless support.

Documentation and Knowledge Base:

Document common issues and their solutions to contribute to an IT Support Knowledge Base for the student community. Update technical support guides or self-help articles as new solutions are discovered.

Ensure Follow-through:

Verify that each reported issue is fully resolved and the user is satisfied before closing IT support tickets.

Continuous Improvement:

Proactively identify opportunities to improve IT support processes and the student experience.

Administrative Tasks:

Perform administrative and other general tasks to ensure the smooth operation of the online IT Technical Support function.
###

Functional and Behavioural Competencies

Functional Competencies:

Solid understanding of computer systems (both hardware and software), operating systems (e.g. Windows and macOS) and networking fundamentals. Ability to troubleshoot and configure software, hardware, and network connectivity issues effectively Familiarity with common Office productivity software, antivirus tools, web browsers, and remote access tools is required. Experience with ITSM ticketing systems for logging, managing and tracking support issues is required.

Behavioural Competencies:

Excellent English communication skills (verbal and written) Customer Service Orientation Taking Initiative and responsibility Collaborative teamwork and the ability to work independently - meeting deadlines. Strong analytical and problem-solving skills. Detail-oriented with strong organizational skills. Time management and a systematic approach (planning and organising) Ability to prioritise and manage multiple tasks effectively. Adaptability and learning agility.

Working Conditions:

Remote working from the afternoon till 9pm (Mondays to Fridays) and from 08h00 till 16h00 on Saturdays. Full-time, permanent position. Successful candidates are expected to be highly reliable, and punctual, and to demonstrate high levels of trustworthiness and maturity. Successful candidates must have reliable internet and power supply for remote working conditions. * Ability to work in a fast-paced environment and deliver consistently high levels of customer service.