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 face-to-face.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 step-by-step solutions in a call centre environment; • Clearly communicate technical solutions in an user-friendly, professional manner; • Provide one-on-one end-user training as needed; • Assist IT Cluster Lead (Duplication of work expectancies); • Troubleshoot network hardware and software problems; • Pass more complex end-user 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
