Grade 8 PC Network Support Technician

Duties of the post include:

• Installation, configuration and maintenance of the servers, workstations and peripherals and applications on the LAN.
• Implementing, administration and troubleshooting of the Pharos Software in student’s laboratories and liaising with Pharos vendors.
• Monitoring responding to service requests via the service desk.
• Providing first line technical support to LAN users, including troubleshooting of library applications and other productivity software.
• Troubleshooting network connectivity issues and escalating these issues to LAN Administrators (FMS & AJL IT) as required.
• Administering user, security group and email configurations and maintenance through active directory services.
• Assigning permissions to network resources (shared folders/printers/scanners).
• Providing technical support at the Medical Sciences Library (including Desktop support, Pharos and Aleph, website, digitisation projects and systems).
• Providing Remote Authentication Service (Ezproxy) support to faculty, staff and students with remote login issues.
• Assisting with hardware disposals procedures.
• Assisting in the procurement and documentation of PC’s, servers, printers and other network resources.
• Providing weekly reports or as necessary, on work accomplished; also provides input for reports.
• Assisting with videotaping, photography, photo-editing and maintenance of photo archives.
• Providing support for the website working group.
• Assisting the LAN Administrators/IT Officers with any other duties and projects.

KNOWLEDGE, SKILLS AND ABILITIES

• Applicants should have knowledge and familiarity with the University’s mission, regulations, structure, policies, and procedures. Strong interpersonal skills are a must, with the ability to communicate effectively in both written and verbal formats being essential for success in this role.
• Applicants must have knowledge of network management practices and procedures. Applicants must be familiar with considerable network system design and development methods and techniques.  Applicants should possess specialized knowledge, experience, and technical training in Data Communications, Information Technology, Computer Science, and/ or Computer Engineering. Applicants must possess skills at identifying, analyzing, and troubleshooting a wide range of complex technical computer and network-related problems effectively.
• Applicants must have knowledge of computer hardware and structures; operating systems and the library’s business. Applicants should be able to listen and communicate information to a wide variety of clients at all levels and deliver customer support both in person and over the phone in a professional manner. Applicants must possess detailed knowledge of the Microsoft 365 suite of productivity applications. Applicants must be willing to work flexible hours including weekends/ public holidays when required.

QUALIFICATIONS

Essential:

• Candidates must possess an approved BSc in Information Technology/ Computer Science/ Computer Engineering; its equivalent or higher standard of education from a registered/accredited institution.

Preferred:

• Certification in the following will be considered an asset: A+, Network +, MCSE or CCNA; its equivalent or higher standard of education from a registered/accredited institution. 

EXPERIENCE

Essential:

• At least three (3) years’ relevant work experience with a minimum of two (2) years’ experience in PC maintenance and network support.

Preferred:

• Demonstrated experience with command scripting as well as working knowledge of UNIX/Linux, SQL and XML/XSL technologies will be considered an asset.

COMPETENCIES

• Client Focus                                                               
• Interactive Communication
• Using Information Technology                                     
• Work Ethics and Values
• Continuous Learning                                                   
• Teamwork                              
• Service Management Processes                                   
• Initiative
• Security Information & Application Protection             
• Adaptability
• Testing                                                                       
• Organisational Awareness
• Attention to Detail                                                       
• Self- Confidence
• Planning & Organizing