IT Support Analyst

Transnet is the largest and most crucial part of the freight logistics chain that delivers goods to each and every South African. Transnet freight rail has approximately 38 000 employees, who are spread throughout the country. Transnet Limited, operating and controlling South Africa's major transport infrastructure, is also responsible for ensuring that the country's transport industries operate according to world-class standards. Transnet forms an integral part of the Southern African economy. Position Purpose

To provide a single point of contact for end-users to receive technical support of information technology equipment at the Transnet sites that he/she will be supporting, by installing, diagnosing, repairing, and upgrading all computer hardware and software as well as disaster recovery, business continuity planning, business phone solutions and security solutions to ensure optimal workstation performance. To provide continual and reliable desktop support for all Transnet users in order that all the required business activities can continue functioning. This includes all facets of the Desktop environment in order to achieve no downtime and zero call backs. Moreover, the functions of this position have become multi-functional Desktop Engineers supporting hardware, software, servers, printers, multimedia, networking and mobility and video conferencing.

Position Outputs

Ensure uptime of network, internet, mail connectivity, end user logon access and reliability of equipment used.

Using hardware and software tools effectively to ensure efficient business processes.

Supporting end users' access to servers and basic troubleshooting.

Backup management of user data on laptops, IPADs, cellular devices and small systems. Management of backup tapes and off-site storage areas (if applicable)

Assisting with basic server configurations, particularly around file sharing, printers, or other resources that are part of the desktop support technician's scope

Maintaining and implementing ICT security measures.

The provision of technical support service for Transnet end users by analysing, diagnosing and resolving simple and complicated software/ hardware/ network/ in-house business application software/ server problems and issues that clients experience.

To procure repairs and maintenance and replacement of ICT equipment and goods and services to ensure a reduced downtime by ensuring availability of equipment.

Direct quality assurance testing of new processes or systems and Research and Development testing of new software and hardware to check usability and benefits to Transnet.

Distribution of system downtimes, ICT Tips to assist end-users with basic computing

First line support of network printers, non-network printers, SAP printers for end-users and manage printer cartridge replacements and stock replenishments

Setup, configure and repair video conferencing facilities, boardroom equipment (projectors, microphones, tele-conference devices, pointers) and digital signage connectivity issues as required

Install and configure equipment and external Client's hardware for special projects and training sessions

Ensure availability of LAN, WAN, WIFI, WWAN (3G) and APN for remote access on laptops, IPADs, cellular devices

Project Management — The execution of ICT related minor works projects for various business units as required— Full project life cycle

First line support of all functions that are outsourced to third parties — Printers, networks, Audio visual, Digital Signage, VC, Voice recording

Equipment and Computer room maintenance and management — Physical and Electronically, as required

Updating and maintaining of Software license and Hardware inventories

Desktop capacity planning including monitoring of user disk usage - and mailbox sizes to ensure availability of services.

Management and monitoring of all Third-Party staff while working on devices in the ICT environment — escalation and liaison with suppliers

Management and control of all ICT loan equipment

Provide multifunctional desktop support in terms of hardware, software, servers, printers, multimedia, networking and mobility

Qualifications and Experience

Qualifications & Experience:

3 Year Diploma

Relevant National/Advanced Diploma (NQF 6/7) in Information Systems, Computer Science or related field

A+ Certification

N+ Certification Minimum Years Relevant Experience:

5 Years' experience with exposure to Desktop support supporting Lenovo, HP, Dell, Acer, or Asus PCs

ITIL Foundation Certification would be advantageous Standard Job Requirements

Driver's license code 08 and own transport highly desirable

May be required to travel to other Transnet sites

May be required to undertake travel outside of the Republic of South Africa to bordering countries from time to time