Roving Support Technician - Umhlanga

  • MJM Recruitment
  • Umhlanga, South Africa
  • Jul 05, 2018
Permanent Information Technology

Job Description

To provide an onsite support service for the customers on, servers, printers, switches, routers and desktops. To ensure that all locally assigned incidents, requests and changes are actioned and cleared daily, updated accurately, reassigned or closed appropriately, and are delivered to global standards as set by Service Delivery. To create and develop trusting relationships with the client (Client satisfaction) and any 3rd party vendors who also provides services to the customer.

Main Responsibilities / Tasks:

  • To administer, maintain, be accountable and troubleshoot the network consisting of servers, pc's printers, switches, hubs, routers and UPS’s.
  • To be accountable for all logged calls within the SLA and to communicate with the Help desk and ensure successful completion.
  • Ensure all procedures such as Health checks, Change control and Network documentation is adhered to, up to date and accurate.
  • Manage the distribution and retention of data on various storage devices.
  • Undertake a regular service program, including support of operating systems.
  • Installing approved software and hardware connecting users to networks and providing initial training.
  • Facilitate all cabling needed with an approved cabling company.
  • Ensuring users efficient and effective utilisation of applications and equipment
  • Establish and control systems access and security
  • Monitor systems in order to optimise performance and to initiate recovery action after system failures
  • Assist the customer concerning replacement of outdated equipment and software
  • Prepare site monthly reports.
  • Ensure that the site at all times complies with customers audit as well as group standards.
  • General housekeeping to be done of the computer room, computer cabinets and cabling to client’s standards
  • Manage all IT assets onsite.
  • Ensure Daily Health Checks are completed and reports submitted to the Ops team on daily basis.
  • Communicate/Escalate to the Service Delivery Manager/Senior Engineers on any issues
  • Proactive suggestions into site operations with regards to Standard Operating Procedures(SOPS)
  • Professional conduct including excellent communication etiquette to all internal and external clients.
  1. KPA and KPI Definition

No          Job Objectives (KPA)                      KPI’s     

1              To ensure continuous self-development in terms of knowledge and skills in respect to the internal and external customer’s requirements.

Human Capital   25           To be competent in the specific internal and external client’s systems, software and hardware requirements and obtain certification and provide proof to the Site Operations Manager / Service Delivery Manager within 48 Hours after completion.            60

                                                To ensure that the employee keeps to the work schedule and any deviation must be communicated verbally within a reasonable timeframe to allow for alternative arrangements to be made by the Site Operations Manager / Service Delivery Manager.               40

2              To ensure that the Service Level Agreement (SLA) is met as per internal and external customer requirements.

Customer

                50           To ensure that calls logged are followed up / escalated, serviced and closed within the agreed SLA.                  30

                                                To identify, log and resolve all alerts received on a daily basis.     10

                                                Maintain and update Site Documentation including Network site diagrams and ensuring that daily health checks are accurate.               15

                                                Spares to be available, managed and allocated correctly with monthly sign off and in line with call according to the SLA.              10

                                                Accurately manage assets, change controls and take ownership and responsibility for the site as per SLA           25

                                                To ensure a minimum of 75% customer satisfaction is achieved during service continuity                 10

3              To ensure that the quality and processes of internal and external customers are adhered to as specified in the company’s policies and procedures.

Quality Processes            25           To ensure compliance with internal and external client’s safety and security regulations as well as Occupational Health and Safety Act requirements.                30

                                                To adhere to Internal and External customer’s electronic code of conduct.             25

                                                To ensure best practises in respect to Site housekeeping and preventative maintenance are performed as specified in the task / maintenance list and limited resolution required after service continuity.        30

                                                Submit Monthly reports timeously and accurately             1

  1. Summary of Job Requirements

Formal Qualifications Required  Essential / Desirable

Matric, A+ N+ with MCITP             Essential

Job Related Experience Required              Time Span           Essential / Desirable

Back office applications 3 Years Essential

projects Server installation 2003 / 2008 R2            1 Year   Desirable

Exchange 2003 / 2007     1 Year   Essential

Windows 7  / Office 2007/2010   2 Years Essential

Networking Hardware   2 Years Desirable

Virtualisation     1 Year   Essential

Terminal Server 1 Year   Desirable

Backup technologies      1 Year   Essential

HP Product experience  2 Years Desirable

Own transport                   Essential

Job Related Knowledge Required              Essential / Desirable

Knowledge of Maintenance and Support of Desktop user environment   Essential

Knowledge of Maintenance and Support of Server environment Essential

Knowledge of Maintenance of San Environment Desirable

Knowledge of Microsoft Applications user and Backoffice              Essential

Knowledge of Wi-fi and Radio based systems       Desirable

Knowledge of Networking            Essential

Job Related Skills Required          Rating

Customer communication skills and developing customer loyalty               10/10

Adaptability and reliability            9/10

Time management          10/10

Initiative, ownership and quality                9/10

Job Level

Skilled

Salary Range

Negotiable