IT Support Analyst

Job Responsibilities:

1. Provide a single point of contact for end-users to receive technical support for information technology equipment at Transnet sites, including installing, diagnosing, repairing, and upgrading computer hardware and software.
2. Ensure uptime of network, internet, mail connectivity, end-user logon access, and reliability of equipment used.
3. Support end users' access to servers and perform basic troubleshooting.
4. Manage backup of user data on laptops, iPads, cellular devices, and small systems, including backup tapes and off-site storage.
5. Assist with basic server configurations related to file sharing and printers.
6. Maintain and implement ICT security measures.
7. Provide technical support by analyzing, diagnosing, and resolving software, hardware, network, and in-house business application issues.
8. Procure repairs and maintenance of ICT equipment to minimize downtime.
9. Conduct quality assurance testing of new processes or systems and research new software and hardware.
10. Distribute system downtimes and ICT tips to assist end-users.
11. Provide first line support for network and non-network printers.
12. Setup, configure, and repair video conferencing facilities and boardroom equipment.
13. Install and configure equipment for special projects and training sessions.
14. Ensure availability of LAN, WAN, WIFI, WWAN for remote access.
15. Execute ICT-related minor works projects for various business units.
16. Support all functions outsourced to third parties (printers, networks, etc.).
17. Maintain and manage equipment and computer rooms.
18. Update and maintain software license and hardware inventories.
19. Monitor user disk usage and mailbox sizes for desktop capacity planning.
20. Manage third-party staff while working in the ICT environment.
21. Control all ICT loan equipment.
22. Provide multifunctional desktop support in hardware, software, servers, printers, multimedia, networking, and mobility.

Qualifications and Experience:

1. 3 Year Diploma
2. Relevant National/Advanced Diploma (NQF 6/7) in Information Systems, Computer Science, or related field.
3. A+ Certification
4. N+ Certification
5. 5 Years’ experience with desktop support for Lenovo, HP, Dell, Acer, or Asus PCs.
6. ITIL Foundation Certification is advantageous.

Standard Job Requirements:

1. Driver’s license code 08 and own transport highly desirable.
2. May be required to travel to other Transnet sites.
3. May be required to travel outside of South Africa to bordering countries occasionally.

Competencies:

1. Strategic Thinking
2. Commercial Awareness
3. Innovating Inspirational Leadership
4. Inspiring People
5. Managing Talent
6. Leading Change
7. Embracing Change
8. Lead Business Performance
9. Strategic Decision Making
10. Business Acumen
11. Analysing Relationship Management
12. Communicating Effectively
13. Collaborating and Networking
14. Service Oriented
15. Persuading and Influencing
16. Leading Good Governance
17. Leading Safety Practices
18. Leading Risk Management
19. Resilience
20. Learning and Applying Expertise
21. Emotional Intelligence
22. Vigour and Personal Drive

Knowledge Required:

1. Hardware and Software Maintenance and troubleshooting.
2. Multi-device support (Mobile, Printers, Tablets).

Equity Statement: Preference will be given to suitably qualified applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating Division.