Senior Technician

Windows Operating Systems

PC Hardware Systems

Intel x64 bit systems

TCP/IP

OAS (Office Automated Solutions)

Desk Top Support (Install and Configure)

Duties Role:

Under the direction of the Branch Head Service Operations and Support, the incumbent will perform duties such as the following: ­ Executing assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained.­ Providing superior customer service experience utilising effective communication techniques ­ Install and configure Desktop Services.­ Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes.­ Performing testing and evaluation of supported hardware and software (firmware and drivers).­ Monitoring and recommending changes in Desktop Service lifecycle configuration to enhance the customer experience.­ Performing Incident Support Request lifecycle services affecting end­users (i.e. creating, reporting, tracking, resolving and closing Incidents).­ Perform corrective actions, under direction of the Branch Head, to support Problem Management .­ Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment. 

Skills knowledge experience:

 Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification. ­        At least 5 years recent practical experience within a CIS Service Operations environment.­        At least 3 years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems.­        At least 2 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring.­        Good working knowledge of TCP/IP Protocols and Standards.­        Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).

Clearance required: DV/CTS

Duties Role:
Under the direction of the Branch Head Service Operations and Support, the incumbent will perform duties such as the following: ­ 
*Executing assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained.­ 
*Providing superior customer service experience utilising effective communication techniques ­ 
*Install and configure Desktop Services.­ Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes.­ Performing testing and evaluation of supported hardware and software (firmware and drivers).­ 
*Monitoring and recommending changes in Desktop Service lifecycle configuration to enhance the customer experience.­ 
*Performing Incident Support Request lifecycle services affecting end­users (i.e. creating, reporting, tracking, resolving and closing Incidents).­ 
*Perform corrective actions, under direction of the Branch Head, to support Problem Management .­ 
*Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment. 

DV or CTS Cleared is mandatory