IT Support Analyst

Job Responsibilities:

1. Provide a single point of contact for end-users to receive technical support for IT equipment at Transnet sites by installing, diagnosing, repairing, and upgrading all computer hardware and software, as well as disaster recovery, business continuity planning, business phone solutions, and security solutions to ensure optimal workstation performance.
2. Ensure uptime of network, internet, mail connectivity, end user logon access, and reliability of equipment used.
3. Use hardware and software tools effectively to ensure efficient business processes.
4. Support end users' access to servers and basic troubleshooting.
5. Manage backup of user data on laptops, iPads, cellular devices, and small systems, including backup tapes and off-site storage areas.
6. Assist with basic server configurations, particularly around file sharing, printers, or other resources that fall within the desktop support technician’s scope.
7. Maintain and implement ICT security measures.
8. Provide technical support service for Transnet end users by analyzing, diagnosing, and resolving software/hardware/network/in-house business application software/server issues.
9. Procure repairs, maintenance, and replacement of ICT equipment to ensure reduced downtime.
10. Conduct quality assurance testing of new processes or systems and Research and Development testing of new software and hardware.
11. Distribute system downtimes and ICT Tips to assist end-users.
12. Provide first line support for network printers, non-network printers, and manage printer cartridge replacements and stock replenishments.
13. Setup, configure, and repair video conferencing facilities and boardroom equipment as required.
14. Install and configure equipment for special projects and training sessions.
15. Ensure availability of LAN, WAN, WIFI, WWAN (3G), and APN for remote access on laptops, iPads, and cellular devices.
16. Execute ICT related minor works projects for various business units.
17. Provide first line support for outsourced functions to third parties.
18. Maintain and manage equipment and computer rooms.
19. Update and maintain software license and hardware inventories.
20. Monitor desktop capacity including user disk usage and mailbox sizes.
21. Manage and monitor all third-party staff while working on devices in the ICT environment.
22. Manage all ICT loan equipment.
23. Provide multifunctional desktop support in terms of hardware, software, servers, printers, multimedia, networking, and mobility.

Qualifications and Experience:

• 3 Year Diploma.
• Relevant National/Advanced Diploma (NQF 6/7) in Information Systems, Computer Science, or related field.
• A+ Certification.
• N+ Certification.
• 5 Years’ experience with exposure to Desktop support for Lenovo, HP, Dell, Acer, or Asus PCs.
• ITIL Foundation Certification would be advantageous.

Standard Job Requirements:

• Driver’s license code 08 and own transport highly desirable.
• May be required to travel to other Transnet sites and undertake travel outside of South Africa to bordering countries from time to time.

Competencies:

• Strategic Thinking.
• Commercial Awareness.
• Innovating Inspirational Leadership.
• Inspiring People.
• Managing Talent.
• Leading Change.
• Embracing Change.
• Lead Business Performance.
• Strategic Decision Making.
• Business Acumen.
• Effective Communication.
• Collaboration and Networking.
• Service Orientation.
• Persuasion and Influence.
• Good Governance.
• Safety Practices.
• Risk Management.
• Resilience.
• Learning and Applying Expertise.
• Emotional Intelligence.
• Personal Drive.

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.