About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Business unit, Department, Reporting</b></H2> </div><div><table border="1" cellpadding="1" cellspacing="1" style="width:100%"> <tbody> <tr> <td><b><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif"><span style="color:black">Business Unit</span></span></span></span></b></td> <td><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif"><span style="color:#767171">Operate Managed Services Cloud</span></span></span></span></td> </tr> <tr> <td><b><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif"><span style="color:black">Department</span></span></span></span></b></td> <td><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif"><span style="color:#767171">Digital Workspace Services</span></span></span></span></td> </tr> <tr> <td><b><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif"><span style="color:black">Job grade</span></span></span></span></b></td> <td><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif"><span style="color:#767171">S6</span></span></span></span></td> </tr> </tbody> </table> <p> </p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Core Description</b></H2> </div><div><p><span style="font-size:10.0pt"><span style="font-family:Arial"><span style="color:black">To manage and support customers environment with technical solutions and provide general, 2<span style="vertical-align:super">nd</span> and 3<span style="vertical-align:super">rd</span> level technical support on customer systems. Install, monitor, test, maintain cloud and client infrastructure solutions. To provide specialised technical, preventative and proactive support (technology specific).</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Deliverables / Primary Functions</b></H2> </div><div><ul type="disc"> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Perform root cause analysis and troubleshooting across systems to resolve incidents, addressing problems to satisfy installation requests, whether simple or complex, in diverse environments.</span></span></span></span></li> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Take ownership of Incidents and Service Requests until resolution, providing continuous feedback and liaising with clients at all levels, including VIPs and external resources (3rd Party Management).</span></span></span></span></li> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Build relationships with customers to improve and provide world-class support.</span></span></span></span></li> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Identify and understand business challenges of the customer and their impact on the client's environment by developing, documenting, and maintaining knowledge-based articles.</span></span></span></span></li> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Support security policies and standards of the customer by building and maintaining an up-to-date working knowledge of Microsoft products.</span></span></span></span></li> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Ensure company assets (replacement parts) are tracked and maintained responsibly.</span></span></span></span></li> <li style="vertical-align:middle"><span style="font-size:10.0pt"><span><span style="font-family:Arial"><span style="color:#4d4d4d">Supervise and assist less experienced employees in technical challenges and all aspects of current technical operational practices.</span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Core Functional Skills & Capabilities</b></H2> </div><div><div>Hardware Troubleshooting</div><div>Troubleshooting</div><div>Service Level Agreement (SLA) Management</div><div>Networking, Server and SAP skills</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Core Behavioural Competencies</b></H2> </div><div><div>Analysing</div><div>Applying expertise & Technology</div><div>Deciding & Initiating Action</div><div>Coping with pressures & setbacks</div><div>Delivering Results & Meeting customer expectations</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Minimum Qualifications</b></H2> </div><div><div>NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology</div><div>OR NQF 4: Grade 12</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Additional Education -Preferred /Advantage</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Experience</b></H2> </div><div><p><span style="font-size:10.0pt"><span style="font-family:Arial"><span style="color:#4d4d4d">3 year’s relevant experience in the ICT environment.</span></span></span><span style="font-size:10.0pt"><span style="font-family:Arial"><span style="color:#4d4d4d"> </span></span></span></p> <p><span style="font-size:10.0pt"><span style="font-family:Arial"><span style="color:#4d4d4d">OR</span></span></span></p> <p><span style="font-size:10.0pt"><span style="font-family:Arial"><span style="color:#4d4d4d">5 year’s relevant experience in the ICT environment.</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Certifications</b></H2> </div><div><div>A + Certification will be advantageous</div><div>N + Certification will be advantageous</div><div>ITIL 3 or 4 will be advantageous</div><div>MCP (Desktop)</div><div>MCSA</div><div>Exchange/O365</div><div>HP, Dell, Lenovo, Mustek products will be advantageous</div><div>Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.</div><div>VEEAM</div><div>VMware certified VCP-Cloud (vCloud Director)</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Professional Memberships in Relevant Industry</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Level of Engagement & Span of Control</b></H2> </div><div><p><span style="font-size:10.0pt"><span style="font-family:Arial"><span style="color:#767171">Engagement will all levels within the organisation, internal and external to the clients.</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Special Requirements / Employment Condition</b></H2> </div><div><div>Willing to travel</div><div>Working Shifts</div><div>Drivers Licence and Reliable Vehicle - both required</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Workplace / Physical Requirements</b></H2> </div><div><div>Full-time Client Based Position</div><div>Billable</div></div></div></div>