Job category: Others: IT and Telecommunication Location: Roodepoort Contract: Permanent Business Unit: Constantia Kloof Remuneration: R 416,307.00 EE position: No Introduction To support the ICT infrastructure by adhering to Service Level Agreement (SLA’s), policies, and ensuringthe implementation possible solutions of best practice. KPA 1 Customer Satisfaction KPI 1.1. Provide excellent customer service at all times.1.2. Ensure that agreed service levels are adhered to.1.3. Prioritise and manage own work to ensure all assigned tasks are successfully completed.1.4. Adhere to ICT policies and procedures.1.5. Offers appropriate advice to users on application features.1.6. Ensure that all face-to-face contact with customer is dealt with in a technically proficient andfriendly manner. KPA 2 Effective Problem Resolution Of ICT Infrastructure Incidents And Problems KPI 2.1. Demonstrate technical proficiency in troubleshooting of queries.2.2. Adhere to agreed ICT SLA.2.3. Ensure that the best possible solution is provided to ensure a satisfactory outcome to customer’srequests.2.4. Diagnose software and hardware problems and provides practical solutions.2.5. Assists with the installation, configuring and maintenance of infrastructure.2.6. Travels to Branches / Regions to resolve queries and during specific project executions.2.7. Provides stand by duties as and when required. KPA 3 Assists with Disaster Recovery and Business Continuity Plans KPI 3.1. Assists the Network Engineer and Network Analyst with testing and executing the ICT InfrastructureBusiness Continuity plans as and when required.3.2. Test and executes the Disaster Recovery Procedures.3.3. Perform regular backups of data. KPA 4 Project Participation KPI 4.1. Adheres to project time lines.4.2. Communicate on the status of assigned project tasks.4.3. Adheres to SANBS project management methodology. KPA 5 Optimisation of Infrastructure KPI 5.1. Provide input into purchase decisions for network infrastructure.5.2. Provide suitable alternatives in procuring IT Infrastructure.5.3. Implement and adhere to IT Policies and procedures.5.4. Provide the best or appropriate solution.5.5. Offer advice to users on application features. KPA 6 Controlling User Access And The Use Of Network Resources KPI 6.1. Maintain and control user access and the use of network resources as per the company policies.6.2. Inactivating and or deleting users on Active Directory as per Staff exit list.6.3. Creating and maintaining user accounts on Active Directory.as per new user requests. KPA 7 Systems and Network Support KPI 7.1. Implement and adhere to IT Policies and procedures.7.2. Offer advice to users on application features.7.3. Provide first line support of network and servers.7.4. Provide first line network support for WAN.7.5. Patching and tracing of network points.7.6. Ensure connectivity for users to appropriate network resources by making sure networkconfiguration is correct. Cognitive Analytical Thinking Attention to Detail Judgement and Decision Making Problem Solving Planning, organising and monitoring Personal Flexibility and Adaptability Resilience and Stress Management Drive and Belief in the Cause monitoringEthical Behaviour Interpersonal Customer Service Orientation Relationship Building Skills Teamwork Communication Knowledge Sharing Prof. technical Technical Skills/ Competence. Leadership Customer Service orientation Ethical Behaviour Excellence orientation Engaging Diversity Teamwork Education Grade 12 Two or more of the following certifications: CompTIA A , CompTIA N , MCSE, MCP, MCSA, an IT related degree or diploma. Experience and knowledge requirements At least 1 year experience in any of thefollowing roles: Support Technician or NetworkEngineer. #J-18808-Ljbffr