Job Description

The various Operations directorates in the HSRC, of which Information Technology Support Services (IT) forms part, provide the software and application support platform for achieving the organizations overall goals. The HSRC seeks to appoint an IT Technician on a permanent contract, to be based at the Cape Town office.IT TechnicianCape Town BasedPermanent appointment
Minimum Requirements

• This position is that of a Desktop and Network Support Technician with at least 5 years of experience in the IT networking environment. Preferably with an IT Diploma, ITIL, (Certification in related technical or customer service-oriented discipline)
• CompTIA A+, N+, Server+ certifications
• Microsoft 365 Fundamentals and technology-specific certifications

Desired ExperienceThe ideal candidates will demonstrate a well-balanced mix of real-world experience and technical certifications. Preference will be given to candidates with an A+, N+, MCSA / MCSE and/or technology-specific certifications.The candidate needs to have amongst others experience in installing and supporting most of the products mentioned below:

• MS Desktop and Mac Operating system
• MS Office / 0365
• Experience with mobile devices, mainly but not limited to Apple and Android
• Working knowledge of remote support tools
• Cloud Computing products
• Networking - LAN/WAN
• Wireless Networking
• Internet connectivity
• Antivirus and Firewall experience
• Switches and servers

Attributes

• Ability to work with limited supervision
• Good communication skills
• Ability to multitask
• Good problem solving skills
• Good customer Service

Duties & ResponsibilitiesThe Desktop and Network Support Technician will be responsible for:

• Diagnose and resolve software issues including operating systems, MS Office, 0365, etc.
• Diagnose and resolve Hardware issues on laptops, Polycom conference units, desktops, monitors, headsets, etc.
• Installing and configuring computer hardware, operating systems and applications
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Talking to staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
• Setting up new users' accounts and profiles and dealing with password issues
• Manage incidents, problems and requests raised by end users, logging all activity in the service management system.
• Responding within agreed time limits to call-outs
• Being part of a team and delivering desktop and network support to the HSRC customers.
• Assist with projects that are project managed by the Research programs/business units.
• Set up connectivity solutions such as Fibre, and LTE for example.
• Setup and configure workstations and peripherals for end-users
• Replacing desktop computer parts as and when required
• Enforce ICT security policy and ensure all measures are in place for information protection, password policy, etc.
• Install antivirus and antimalware on all desktop computers
• Ensure that software updates and patches are continuously applied
• Provide technical conference support for office and offsite meeting
• Testing and evaluating new technology
• Training staff and orienting them on how to use computer hardware and software systems.
• After hour standby support for escalated queries and IT-related issues

HSRC