The University of Mpumalanga (UMP) is a renowned institution committed to providing exceptional academic and technological services to its students and staff. As part of its continuous commitment to deliver high-quality education and learning resources, the University is seeking a highly skilled ICT Support Technician (P10) to join their dynamic Information & Communication Technology (ICT) department.
This role is crucial in ensuring that all users at the University have the necessary technical support to navigate various software applications, network issues, and hardware challenges.
Key Performance Areas and Responsibilities
The key performance areas (KPAs) for the ICT Support Technician (P10) include the following:
- Providing Support for Students and Staff: The ICT Support Technician will be expected to deliver software, hardware, and network support to both students and staff across the University. This role ensures that users can access technology efficiently and resolve technical problems that may arise in daily operations.
- Managing Computer Laboratories and Classrooms: The technician will also be responsible for providing support in computer laboratories and classrooms, where technology plays a significant role in the academic experience.
- Basic ICT Consultation: The role requires providing basic ICT consultation services, helping users with the setup and use of various software applications and technological tools.
- External Stakeholder Liaison: The ICT Support Technician will be tasked with liaising with external stakeholders or service providers to address and resolve issues related to software, hardware, and networking concerns.
- Helpdesk System: Another crucial responsibility will be attending to and managing calls that are logged in the Helpdesk System. The technician will need to provide timely responses and resolutions to logged queries.
Qualifications and Requirements
Candidates interested in the ICT Support Technician position at UMP must meet certain qualifications and experience requirements to be considered for the role:
- Educational Background: Applicants must hold a relevant IT qualification (M+3) or a degree in Information Technology. The qualification should provide a strong foundation for the technical aspects of the role.
- Work Experience: The University requires a minimum of three years of relevant IT working experience, particularly in a user support role. This experience should ideally involve providing IT support in an academic or similar environment.
- Certifications: ITIL certification is considered an advantage, as it demonstrates a clear understanding of IT service management best practices. Additionally, having CompTIA A+ and N+ certifications will be viewed as an added bonus for candidates.
Key Competencies and Skills
To be successful in this role, the ICT Support Technician must possess certain competencies and skills that are critical to providing top-notch ICT services at UMP:
- Understanding of ITIL: A strong understanding of the principles of ICT User Support and best practices (such as ITIL) is essential for ensuring efficient and effective service delivery.
- Familiarity with Policies and Procedures: The technician must also be knowledgeable about ICT and institutional policies and procedures, ensuring that all support efforts align with the University’s operational standards.
- Microsoft Office 365 and Learning Management Software: In-depth knowledge of the Microsoft Office 365 suite and learning management software products will be essential for supporting the University’s academic activities.
- Active Directory and Cloud Environments: The technician should have good knowledge of Active Directory and cloud environments, which are integral to managing user access and resources within the University’s IT infrastructure.
- Hardware and Software Support: Proficiency in providing in-depth hardware and software support is critical for troubleshooting and resolving issues across the University’s ICT landscape.
- Network Infrastructure and Server Knowledge: A strong understanding of network infrastructure and server environments will ensure that the technician can provide effective network support to users.
- Asset Administration: The ICT Support Technician must also be capable of managing and administering ICT equipment assets, ensuring that the University’s technology is properly maintained and tracked.
- Strong Technical and Problem-Solving Skills: The technician must demonstrate robust technical skills, especially in diagnosing and resolving technical issues under pressure.
- Basic Microsoft AD Administration Skills: An understanding of basic Microsoft Active Directory administration is essential for managing user accounts and permissions.
Personal Attributes and Qualities
In addition to technical skills, the ideal candidate should exhibit certain personal attributes that align with the University’s values and work culture:
- People-Oriented: The technician should be able to work well with people, including students, staff, and external stakeholders.
- Hardworking and Responsible: The role demands a high level of responsibility and dedication to ensuring that ICT services are available when needed.
- Creative and Innovative: The technician should be innovative in finding solutions to complex technical problems and continuously look for ways to improve ICT support services.
- Honesty, Integrity, and Teamwork: The ideal candidate must demonstrate honesty, transparency, and a commitment to teamwork, which are essential for maintaining a positive and productive work environment.
Apply Now!
Interested candidates are encouraged to submit their applications by 26 June 2025. The University of Mpumalanga offers a competitive salary commensurate with the level of the position.
For those with the required experience, qualifications, and enthusiasm to contribute to the University’s ICT services, this role presents an exciting opportunity to be a part of an esteemed institution dedicated to excellence.
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