Job Description

The Role:

Maintain and Support Information Technology Systems at RTT Group Branches and Customer Sites - Position is based in Crown Mines

Daily Tasks
- Perform various tasks as delegated by support manager.
- All tasks to be logged on the IT Ticketing system. (Project or support related)
- Ensure your availability on site at the RTT JetPark office or client sites when applicable.
- Stand-in, train and knowledge transfer (SOPxc3xa2xe2x82xacxe2x84xa2s) to IT team members.
- Report and/or escalate critical downtime and/or system issues to manager.
- Assist with problems, business moves and changes at sites and branches.
- Work cohesively and contribute to the success of the team.
- Facility checks and reports as scheduled (Floor Walks, Boardroom Checks, Printer Checks, TNA/Access control
Checks, UPS and Network Room Checks)
- Maintenance on equipment to improve equipment condition and lifespan.
- Do cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE
requirements.

Quality
- Maintain relevant quality accreditations throughout the business (e.g., ISO9001).
- Automate systems processes; implement software solutions to automate where applicable.
- IT hardware audits (sites and branches).
- Ensure that technical and functional standards are adhered to.
- 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 such as IMS, Pharma etc.

Support
- Attend to desktop support queries at RTT Group (Distribution, Style, Orion and CIT) branches and customer
sites. As assigned via the call logging methods. (Ticketing System).
- Provide Desktop Support to RTT Group staff and customers within SLA.
- Do cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE
requirements.
- Check and update 3 support SOPs per month, on completion forward to Team Leader and office administrator to
validate and file in SharePoint.
- 3rd party vendor management.
- VIP Support.
- Boardroom Support.

Sorter Volumizer
- General Maintenance when needed.
- Report and/or escalate critical downtime and system issues.
- Assist with issues on sorter and volumizer.

Clients Customer
- Client In-House sites visits for general and proactive maintenance
- IT Recommendations - Identify deficiencies and take proactive steps to rectify and provide resolution
- Identify bottlenecks (IT, solutions and at the in-house)
- Ensure clientsxc3xa2xe2x82xacxe2x84xa2 needs are met in a timely and cost-effective manner
- Travel to RTT branches and customer sites (When necessary)

Ensure active communications.
- Drive a high performing, service orientated and collaborative culture in division, between divisions, and support
functions

Continuous Improvement
- Drive continuous improvement within area of accountability whilst ensuring compliance to applicable statutory and
regulatory requirements such as IMS, Pharma etc

Skills and Experience:

xc3xa2xe2x82xacxc2xa2 CompTIA A+, N+
xc3xa2xe2x82xacxc2xa2 OEM Certification (HP, Dell, Lenovo etc)
xc3xa2xe2x82xacxc2xa2 O365 or M365 Certification or 1- 2 yearsxc3xa2xe2x82xacxe2x84xa2 experience (Install, Configure and troubleshooting)
xc3xa2xe2x82xacxc2xa2 2-3 years desktop support experience.
xc3xa2xe2x82xacxc2xa2 Other CompTIA certification (IE: S+) beneficial.
xc3xa2xe2x82xacxc2xa2 Basic knowledge in server setup and maintenance beneficial.
xc3xa2xe2x82xacxc2xa2 Basic knowledge of MS SQL and installation beneficial.

Software implementation cycles and technical support

Other:

Required Skills

xc3xa2xe2x82xacxc2xa2 Interpersonal skills.
xc3xa2xe2x82xacxc2xa2 Information processing skills
xc3xa2xe2x82xacxc2xa2 Analysis skills
xc3xa2xe2x82xacxc2xa2 Networking
xc3xa2xe2x82xacxc2xa2 Problem solving skills.
xc3xa2xe2x82xacxc2xa2 Reporting skills.

Effective communication at all levels

Required Competencies

xc3xa2xe2x82xacxc2xa2 Ability to work under pressure.
xc3xa2xe2x82xacxc2xa2 Self-driven and accountable.
xc3xa2xe2x82xacxc2xa2 Emotional intelligence.
xc3xa2xe2x82xacxc2xa2 Problem solving.
xc3xa2xe2x82xacxc2xa2 Critical thinking.
xc3xa2xe2x82xacxc2xa2 Judgement decision making.
xc3xa2xe2x82xacxc2xa2 Collaboration.
xc3xa2xe2x82xacxc2xa2 Professional.
xc3xa2xe2x82xacxc2xa2 Team player.
xc3xa2xe2x82xacxc2xa2 Adapt to change.
xc3xa2xe2x82xacxc2xa2 Result driven.

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