Technician: ICT Engineering Support

Job Advert Summary

PURPOSE STATEMENT

To provide efficient and effective support for the SABS ICT systems, server, network, video and voice environment by resolving internal and external queries timeously thereby ensuring that SABS ICT resources are always available.

About SABS

The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS), promote quality in connection with commodities, products and services, and render conformity assessment services and assist in matters connected therewith. Working for the SABS opens the mind to the world around you. We offer diverse career paths in dynamic environment that nurtures and recognises talent and potential. Become part of our vision of being a trusted standardisation and business assurance solution provider and join a team that fosters accountability, excellence and innovation in an inclusive workplace.

SABS is an equal opportunities employer, and our recruitment will be done in line with the Employment Equity Act 55 of 1998 and our EE Policy.

Please note that application received after the closing date will not be considered.

Minimum Requirements

Qualifications

• Grade 12
• National Diploma / Diploma in Engineering, Industrial Maintenance or related fields (NQF Level 6).
• Microsoft Certified Systems Expert (MCSE): Core Infrastructure Certification id preferred.
• Information Technology Infrastructure Library (ITIL) Foundation Certification is essential.
• VMware VCP Certification is advantageous
• CCNA Certification is advantageous

Work Experiance

• 3 years’ relevant work experience in an ICT Industry support environment, providing support at a 3rd line level.
• Proven track record in hardware and software repairs, installation of new or rebuild existing servers and configuring of hardware, peripherals, services, settings, directories, storage, backup systems, etc.
• Proven track record in routing / Switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls.

Duties and Responsibilities

Functional Management

• Provide maintenance and support services to SABS systems and infrastructure to ensure that all systems are fully operational and function as required.
• Ensure that ICT systems and services meet the strategic objectives of the SABS
• Provide and maintain available, reliable and secure systems, applications and operational services to all SABS premises.
• Log and track calls accurately and ensure that calls are timeously resolved and or escalated as required.
• Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage in accordance with standards and project and operational requirements.
• Create, delete and suspend users contact and email accounts as required.
• Provide users and divisions with access to required network shares as required by relevant line managers
• Provide maintenance services to ensure that active servers and desktop computers are fully operational and functioning as required.
• Provide remote support either in person, telephonically or electronically, as required.
• Report, track and resolve hardware, communication and/or infrastructure failures.
• Install and configure systems as per market best practice.
• Perform daily systems monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes.
• Review system and application logs and provide relevant information as required.
• Provide tier two and three and other support per requests from the ticketing system by investigating and troubleshooting issues both remotely and on site.
• Repair hardware or software failures and data loss incidents and provide and implement recovery actions.
• Apply operating system patches and upgrade on a regular basis and upgrade administrative tools and utilities.
• Upgrade and configure system software that support SABS internal systems.
• Contribute to and maintain system standards plan and design audits to assess and address risks and ensure compliance with all relevant legislation.
• Develop and maintain installation and configuration procedures.
• Prepare technical documentations and report on the operation systems and applications as required.
• Implement systems security and management processes in line with approved ICT policies and procedures.
• Conduct regular security monitoring of systems to identify any possible intrusions and ensure effective virus monitoring.
• Implement daily back-up operations to ensure that all required files systems and system data are successfully backed up to appropriate media.
• Monitor the SABS disaster recovery (DR) site and administer all critical data systems replications to the DR environment and ensure that all testing and verifications are completed efficiently.
• Perform system administration activities on an ongoing basis such as performance tuning, data management of RRM tools, hardware upgrades and resource optimization as required.

Risk and Compliance Management

• Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
• Support and provide evidence to all internal and external audit and regulatory requirements.
• Maintain quality risk management standards in line with ISO and regulatory requirements.
• Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity.
• Adhere to all relevant laws, policies and standard operating procedures throughout the organisation.

Stakeholder Management

• Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation’s reputation.
• Represent and participate in the organisation’s committees and task teams when required.
• Attend meetings and present relevant information to stakeholders when required.
• Ensure efficient communication to all relevant stakeholders.
• Ensure the provision of excellent customer service.
• Resolve and follow-up on queries and problems within spams of control and within agreed time frames.
• Liaise with relevant stakeholders regarding follow-up of information, as required.