Senior IT Technician

About This Role

Provide specialized advice and support for the implementation and maintenance of ICT end systems within a large organization, ensuring communication and information technology services are secure and effective for governmental and defence clients.

Responsibilities

• Provide detailed and specific advice regarding the application of specialism to organizational planning and operations
• Actively maintain knowledge in one or more identifiable specialisms
• Collaborate with other specialists to ensure advice is appropriate to organizational needs
• Maintain knowledge management systems and content to meet business needs
• Support others to enable them to complete knowledge management activities
• Report on the progress of knowledge management activities
• Configure and develop knowledge management systems and standards
• Analyze service and component availability, reliability, maintainability, and serviceability
• Contribute to the availability management process and its operation
• Perform defined availability management tasks
• Ensure services and components meet agreed performance targets and service levels
• Implement arrangements for disaster recovery and document recovery procedures
• Conduct testing of recovery procedures
• Provide first line investigation and gather information to enable incident resolution and allocate incidents
• Advise relevant persons of actions taken
• Investigate problems in systems, processes and services
• Assist with the implementation of agreed remedies and preventative measures
• Respond to common requests for service by providing information to enable fulfillment
• Promptly allocate unresolved calls as appropriate
• Maintain records, inform users about the process and advise relevant persons of actions taken

Requirements

• At least 1 year of practical experience in supporting the implementation and maintenance of ICT end systems within a large organization
• Experience configuring hardware and software
• An understanding of ICT systems and the ability to work independently
• Incident management (USUP) Level 4
• Problem management (PBMG) Level 3
• Customer service support (CSMG) Level 3
• Specialist advice (TECH) Level 4
• Availability management (AVMT) Level 4
• Knowledge management (KNOW) Level 3

Qualifications

• Higher vocational training in a relevant discipline with 1 years post-related experience or a secondary educational qualification with 3 years post-related experience
• At least 1 year of practical experience in supporting the implementation and maintenance of ICT end systems within a large organization.

Nice to Have

• Higher vocational training in a relevant discipline with 2 years post-related experience
• Secondary educational qualification with 4 years post-related experience
• At least 2 years practical experience of implementation and maintenance of ICT end systems within a large organization
• Extensive experience configuring hardware and software
• A strong understanding of ICT systems and the ability to work independently to solve problems
• Practical experience troubleshooting technical issues and providing technical support to end-users

Skills

* Required skills