Senior Technician (Technical Coordination)

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Higher vocational training in a relevant discipline with 1 years postrelated experience. Or a secondary educational qualification with 3 years post-related experience

·         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

Desirable Qualifications/Experience:

·         Higher vocational training in a relevant discipline with 2 years postrelated experience. Or a secondary educational qualification with 4 years post-related experience

·         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

·         Technical Skills:

ü  Incident management (USUP) Level 4

ü  Problem management (PBMG) Level 3

ü  Customer service support (CSMG) Level 3

ü  Specialist advice (TECH) Level 4

ü  Availability management (AVMT) Level 4

ü  Knowledge management (KNOW) Level 3

DUTIES/ROLE: 

·         Specialist advice

ü  Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations

ü  Actively maintains knowledge in one or more identifiable specialisms

ü  Recognises and identifies the boundaries of their own specialist knowledge

ü  Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organisation's needs

·         Knowledge management

ü  Maintains knowledge management systems and content to meet business needs

ü  Supports others to enable them to complete knowledge management activities and form knowledge management habits

ü  Supports changes to work practices to support capture and use of knowledge

ü  Reports on the progress of knowledge management activities

ü  Configures and develops knowledge management systems and standards

·         Availability management

ü  Analyses service and component availability, reliability, maintainability and serviceability

ü  Contributes to the availability management process and its operation

ü  Performs defined availability management tasks

ü  Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels

ü  Implements arrangements for disaster recovery and documents recovery procedures

ü  Conducts testing of recovery procedures

·         Incident management

ü  Provides first line investigation and gathers information to enable incident resolution and allocate incidents

ü  Advises relevant persons of actions taken

·         Problem management

ü  Investigates problems in systems, processes and services

ü  Assists with the implementation of agreed remedies and preventative measures

·         Customer service support

ü  Responds to common requests for service by providing information to enable fulfilment

ü  Promptly allocates unresolved calls as appropriate

ü  Maintains records, informs users about the process and advises relevant persons of actions taken