End User Computing Technician

Minimum: Grade 12 PLUS National Higher Certificate in IT (NQF Level 5) with A+/N+ either as a subject of the Certificate OR as a separate certification (expiry irrelevant). Experience: At least one-year corporate experience in the Service Management / End User Support Environment, OR Call Centre Agent experience with 1 – 2 years relevant experience in the End User Computing services and related LAN Infrastructures Services. Maintenance and support service of the End User Computing Services relating to all LAN Infrastructure Services such as servers, desktops, LAN cabling, switches and other LAN peripherals. Maintenance and support to ensure the availability of the services according to prescribed procedures, policies, standards and SLA's. Ensure the resolution of hardware and software service requests, incidents and problem within End User Computing and all related LAN infrastructure. Knowledge of: Desktop operating systems and application. Network cabling and telephony system. Security software and hardware. Technical support and maintains of the application system(s), hardware and software End User Computer and LAN infrastructure principles and topology, Internet protocols, services. Routing and switching technologies. ITIL. Procedure, Policies and standards. Application Development The specification and design of software to meet defined requirements by following agreed design standards and principles. The definition of software, components, interfaces and related characteristics. The identification of concepts and patterns and the translation into a design which provides a basis for software construction and verification. The evaluation of alternative solutions and trade-offs. The facilitation of design decisions within the constraints of systems designs, design standards, quality, feasibility, extensibility and maintainability. The development and iteration of prototypes/simulations to enable informed decision-making. The adoption and adaptation of software design models, tools and techniques based on the context of the work and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. Customer Relationship Management The systematic identification, analysis, management, monitoring and improvement of stakeholder relationships in order to target and improve mutually beneficial outcomes. Gains commitment to action through consultation and consideration of impacts. Design the relationship management approach to be taken; including roles and responsibilities, governance, policies, processes, and tools, and support mechanisms. Creatively combines formal and informal communication channels in order to achieve the desired result. CRM & Client Contract Management Hosting Management Data Centre, Cloud Application Maintenance and Support The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support. Active listening The ability to fully concentrate on what is being said rather than just passively 'hearing' the message of the speaker. Attention to Detail The ability to ensures information is complete and accurate. Continuous Learning The ability to constantly expand one's skill set. Preference will be given to candidates with a valid driver's licence and own transport.

Provide first and second level LAN & desktop support. Install and configure new IT equipment. Implementation, customisation and maintenance of the remote software deployment. Provide support to the enterprise's local IT and software resources. Provide LAN & desktop advisory services to clients.

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