Software Engineer jobs in United Kingdom

The IT Support Technician role is an ICT support function located within ICT Unit of the Independent Power Producer Office (IPPO).

The IPP Office was established in 2010 to provide rapid solutions to South Africa’s severe electricity supply constraints, by procuring new energy generation capacity from Independent Power Producers (IPPs). The IPPO was created as a project office hosted by the Development Bank of Southern Africa (DBSA) under a Memorandum of Agreement (MoA) between the Department of Mineral Resources and Energy (DMRE) now the Department of Electricity and Energy (DEE), National Treasury and the DBSA. The mandate of the IPP Office is to provide specialised services to government, including a) IPP Energy Procurement Management, b) Monitoring, Evaluation and Contract Management, and c) Professional Advisory Services. The IPPO’s skills, expertise and success in mobilising and delivering on time is recognised domestically and globally.

The IT Support Technician role is a vital support function responsible for providing efficient technical assistance and support to IPP Office staff users of computer systems, networks, and software, always with the focus on the effective functioning and maintenance of IT systems and tools which support and enahnce the achievement of the deadlines and strategic operations of the IPP Office.

Reporting to the IT Manager, the IT Support Technician will be resposible for providing effective technical support to end users by maintaining, installing, configuring and repairing computer systems and other technologies in the business. The incumbent will ensure relevant accurate record-keeping of IT related tasks, assets and procedures while maintaining an excellent customer service oriented approach to all tasks. This is a contract position until 31 March 2028.

The Key Responsibilities of the IT Support Technican role include but are not limited to:

Provide effective support to end users at the IPP Office:

• Will assist all users with any logged IT related incident when called upon
• Will diagnose and resolve software and hardware incidents, including operating systems (Windows)
• Analyse and Assess the information
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Documentation/Record Management

• Accurately record, update and document requests using the IT service desk system
• Accurately record, update and document asset management changes
• To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient

Customer Communication

• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organisation.
• Continuously update users on progress of logged tickets until resolution.
• Ensure required escalation is done timeously

Effective self-management and team work

• Apply knowledge of organisation systems, structures, policies and procedures to achieve results.
• Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Provide appropriate resolution for tasks or deadlines not met.
• Act in a customer centric manner.
• Maintain a positive attitude and respond openly to feedback

Minimum Qualification and requirements:

• A National Diploma in Information Technology (NQF Level 6) or similar.
• ITIL Foundation certificate is advantageous

Experience:

• 3 years Helpdesk/IT Administrator experience with technical support and troubleshooting abilities
• Experience with DHCP, LAN/WAN and Endpoint Management
• Good working knowledge of Windows 7/8/10/11, Windows Server 2008/2012/2016/2019, active directory
• Must have excellent people, telephonic and written communication skills.
• Familiarity with Microsoft 365 platform.

• Excellent IT Skills and computer literacy
• Ability to communicate effectively with people in a professional manner, face to face, on the phone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Excellent knowledge of customer service best practice.
• Ability to prioritise, manage and perform under pressure to meet Service Level Agreements
• Strong verbal and written skills
• Problem Solving skills
• Excellence Orientation
• Investigative Orientation
• Customer Responsiveness
• Planning and Prioritising
• Attention to detail