IT Technician

JNR IT Technician will be the backup for the IT Cluster Lead and will be responsible to monitor and maintain
the computer systems and networks of the organisation. He/She will install and configure computer systems
diagnose hardware/software faults and solve technical problems either over the phone or facetoface.

Essential Duties and Responsibilities:
• Under general supervision will report directly to the IT Cluster Lead.
• Be able to log calls on the companies Helpdesk System and resolve them with a clear resolution;
• Maintain daily data backups/replications and resolve any issue associated with it.
• Provide technical software hardware and network problem resolution to IT Cluster Lead and on
instruction communicate through to all.
• Support computer users by performing question/problem diagnosis and guiding users through
stepbystep solutions in a call centre environment;
• Clearly communicate technical solutions in an userfriendly professional manner;
• Provide oneonone enduser training as needed;
• Assist IT Cluster Lead (Duplication of work expectancies);
• Troubleshoot network hardware and software problems;
• Pass more complex enduser problems on to IT Cluster Lead in a clear effective way;
• Conduct hardware and software inventory database maintenance and reporting;
• Perform related work as required.
• Setting up of new staff and clinical equipment.
• Should have an abundance of initiative and should be able to implement it.

Technical Competencies:
• Server and Desktop operating systems various software applications and basic hardware for the
Server and PC;
• Principles and theories of network systems and management;
• Internet technologies and products;
• Basic understanding of electrical safety procedure.
Behavioral Competencies:
• Must be able to sit for prolonged periods in front of a computer and telephone.
• Must be able to perform physical activities such as but not limited to lifting of light or
medium equipment (up to 10kg unassisted) bending standing climbing or walking.
• Providing these services in an effective and efficient manner will ensure maximum running of
technology services and resources.

Core Function Detailed:
1) Customer Service
• Ensure that customer service is of the highest calibre
• Assist IT Cluster Lead with issues related to timely executions.
• Assist IT Cluster Lead in projects
• Monitor and assist with improves on IT systems for customer feedback
• Assist continuous adjustments to the system are made to improve customer experience satisfaction.
2) Performance
• Adhere to individual KPI’s
• Assist with management of cost spend and ensure efficiencies are being adhered to
• Assist with the managing of supplier performance evaluations
• Assist with the oversee approval of IT Service supplier contracts
• Assist with the oversee of Purchase Orders for IT Department
• Review of IT policies and procedures; in line with Germany Requirements
• Assist of the managing of cost savings in the IT services across the business
• Alignment with Global IT team
• Reporting ongoing issues to IT Cluster Lead
3) Operations
• Assist and guide IT operations teams and service suppliers where necessary
• General support and assist where necessary
• Ability to oversee various areas when requested to