Role: Responsible for the implementation, maintenance, and support of Information Systems offered to the company and its customers.
Key Performance Areas: - Design Information Systems and related architecture 15%
- Installing and configuring Information Systems 25%
- Troubleshoot Information Systems errors 25%
- Provide support on Information Systems 15%
- Ensure the continuity of Information Systems 20%
Competency Requirements for Position Knowledge: - Knowledge of LAN, networks, servers, desktops, mobile devices
- Knowledge of Information Systems and architecture
- Knowledge of Customer Service principles
Skills: - Skilled in the installation and troubleshooting of Microsoft Information Systems and technologies
- Skilled in the installation and troubleshooting of Cloud Information Systems and technologies
- Written and verbal communication skills
Behavioral: - Customer Responsiveness
- Problem solving
- Accurate
- Attention to detail
- Ability to operate independently and within a team
Minimum Qualification: - Matric Certificate
- MCITP, MCSA, MCSE, Azure Foundation
- CCNA an advantage
Minimum Experience: - 5 years experience in an ICT environment deploying and supporting Microsoft and Cloud Information Systems
Other Requirements: - Must be willing to work overtime (evenings and weekends)
Key Stakeholder Relationships Internal External Key Performance Areas & Indicators Design Information Systems and related architecture - Receive requests from Sales or Solutions Architect - Respond within 1 day to request
- Provide required design documentation as requested as quickly as possible - Positive Staff feedback
Installing and configuring Information Systems - Receive tickets logged and respond to request from Customer - Respond within 1 hour to ticket
- Resolve the ticket efficiently and as quickly as possible- Positive Customer feedback
- Update Remedy daily
Troubleshoot Information Systems errors - Receive tickets logged and respond to request from Customer - Respond within 1 hour to ticket
- Diagnose possible System errors and take appropriate corrective action to resolve problem - Accurate diagnosis of root causes - Efficient resolution - Update Remedy daily
- Provide Customers with regular progress reports - Positive Customer feedback
Provide Support on Information Systems - Receive tickets logged and respond to request from Customer - Respond within 1 hour to ticket
- Resolve the ticket efficiently and as quickly as possible - Accurate diagnosis of root causes
- Efficient resolution
- Update Remedy daily
- Positive Customer feedback
Ensure the continuity of Information Systems - Manage Information Systems backups - Respond within 1 hour to ticket
- Provide Customers with regular reports and updates - Positive Customer feedback
