Purpose Responsible for providing specialist, highlevel technical advice and support for the installing, testing, tuning, optimising, diagnosing problems, repairing, upgrading and maintaining both externally and internally supplied hardware and system software such as operation systems, data management products, office automation products, embedded systems and other utility enabling software and related equipment. Responsible for highlevel troubleshooting and system security and ensures repairs are undertaken in accordance with organisational policy and standards. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed Formal Education Grade 12 (NQF 4) Tertiary qualification in Information Technology (NQF 6) or relevant years experience and/or technical certification Experience 8 years experience in implementation, technical support and maintenance of relevant OEM solutions in a highly pressurised environment Technical/Legal Certification Certification in specialised track based on area/environment Responsibilities Financial Perspective Utilisation Maintain acceptable billability ratio Manage tools of trade Reduce operational expenses Manage operational expenses Keep accurate record of related items (cell phone, over time, etc.) Customer Perspective Quality of support Work with clients and users, as well as other process and functional actors to determine and address operational requirements within technology and budget constraints Planning and design Contributing to the scoping of the effort Perform auditing of hardware and software before and after the implementation of release package changes. Produce systems release documentation and communications, including training to customer requirements Ensuring required components are delivered to achieve requirements Ensure tasks delivered in accordance with agreed service and quality parameters Ensuring that the requirements are documented in technical specifications Research and present recommendations on improving client environment Continuous improvement Research and present recommendations on improving client environment Service ad hoc requests which requires extraction, manipulation, analysis and presentation of data to support operational and strategic business intelligence requirements Service reporting and review Producing regular management reports that include current usage of resources, trends and forecasts Internal Perspective Build and transition Contribute to roll out planning including method of deployment. Prepare the final release configuration (e.g. knowledge, information, hardware, software and infrastructure) Timely risk escalation and issues to stakeholders Complete required checklists that defines the completion criteria for each service performed. Ensure release communication, preparation and training where required Provide early life support following deployment Service provider management Where necessary and appropriate, liaise directly with external service providers (e.g. Telkom, Cisco, etc.) in the case of an event or incident occurring Process compliance Adhere to applicable processes and standards (ISO, ITIL) and best practice models for relevant OEM Quality of support As 2nd and 3rd line support process and functional role, request, attend to and resolve events, incidents, problems and changes via formalised and accepted service management policies, processes and procedures Ensures that appropriate levels of monitoring of resources and system performance are set and maintained. Understands the current usage of the infrastructure and IT services as well as the maximum capacity/availability of each component and service. Perform environmental maintenance or preventative maintenance as per standard operating procedures, work instructions, tasks, etc. Training Where any of the role tasks are delegated to other process and functional actors, ensure that staff are adequately trained and are provided with access to the appropriate tools to enable them to perform these tasks Learning and Growth Perspective Talent database Ensure CV updated and remains current on talent management system Execute personal development plan (PDP) Participate in activities as described in personal development plan Knowledge sharing Participate in opportunities for knowledge sharing within the team and relevant communities of practice (COP's) Maintain accreditation status Relevant training programme attended Applications: Those who are interested are invited to submit their CV together with proof of their tertiary and other qualifications by no later than close of business on 18 October 2019. Preference will be given to designated individuals and internal applicants within the employment equity framework of Gijima. ?