Support Technician (KwaZulu-Natal) – Government Job Vacancies in KwaZulu-Natal

Key Performance Areas:

• Operate a helpdesk providing first-line customer support for our proprietary products and services.
• Monitor and maintain Software-as-a-Service (SaaS) systems.
• Assist in maintaining office IT infrastructure.
• Diagnose software problems, and find practical solutions.
• Prepare hardware for disposal by stripping parts and destroying data.
• Assist with Quality Assurance (QA) by executing manual test plans.

NB: Please note that the above KPA’s have been streamlined. This is a support role which will require the candidate to be knowledgeable and experienced as the role requires the Technician to assist the business unit by providing first-line support to customers and maintaining the unit’s IT systems.

Behavioural Competencies:

• A professional demeanour: be polite, helpful, and composed; act ethically and with integrity; execute the role with competence; be dependable and accountable.

• Enthusiasm for service excellence, leveraging communication and people-handling skills to work directly with customers.

• The ability to work autonomously, prioritising and organizing one’s own work, and finishing tasks completely and correctly, while remaining adaptable to priority business needs.

• An aptitude for diagnosing and troubleshooting, especially resolving network and software configuration problems for remote customers.

• Willingness to learn, and to take on new challenges and responsibilities.

•  Ability to interact with all levels of society.

Technical Requirements:

• Operating Systems: Windows server & workstation; setup, configuration, and administration; users and roles; NTFS file and folder permissions.
• Advantageous to know: Active Directory, File & Print Services, Scheduled tasks & automation using DOS BATCH and/or PowerShell, Linux and virtualization.
• Networks: OSI layers; LAN vs WAN; switches/hubs and cabling; ARP, DHCP, andDNS; the purpose of routers and firewalls; how TCP/IP packets traverse a network (including gateways, routing, packet filters and firewalls, NAT, proxies, VPNs) and OS built-in network diagnostic tools.
• PC hardware.
• Advantageous to have experience with using a Source Code Management (SCM) system (e.g. cvs, git) to manage documents.

MINIMUM:

• Matric.
• CompTIA A+.
• CompTIA N+; or completed equivalent NQF Level 4 (or higher) qualification.

Experience:

• 6 months experience in an IT support role and experience with remote troubleshooting in a networked Windows environment.
• 1-2 years’ experience an advantage.

Legal Requirements:

• Valid driver’s licence.

Negotiable based on experience.