RESPONSIBILITIES:
The successful candidates' responsibilities will include, but are not limited to:
Provide support to lecturers and non-academic staff:
Provide 2nd line support to lecturers to ensure:
The client's AV need is understood;
The right equipment is set up as determined by the needs analysis;
The right equipment is available at the right time and place;
Diagnose and solve AV technical issues in critical timeframes across geographically dispersed locations;
Identify AV technical issues based on user service request;
Escalate unresolved client AV challenges to 3rd-level IT support;
Provide in-person and telephonic assistance related to AV problems in our venues;
Provide IT support in collaboration with workstation support technicians:
Assist with support on the computer as per the team leader's directive;
Assist with software problems on the computer as per the team leader's directive;
Configure the University of Pretoria's enterprise Wi-Fi on devices;
Provide basic maintenance of Podium machines;
Maintenance:
Provide 1st line maintenance on AV and electronic equipment (Technical task);
Replace faulty or old AV equipment part of the system;
Ensure that calls are logged for venues to be maintained and operational at all times per agreement;
Inspect venue and report structures, including cleanliness, operation, and general appearance for all AV equipment;
Escalate unresolved maintenance problems to the 3rd level;
Conduct equipment audit to maintain asset register as required:
Report discrepancies regarding equipment;
Installation and repair:
Repair and/or replace damaged video and audio cables;
Repair overhead projectors, including bulb replacement;
Install and wire Audio Visual equipment;
Participation in events:
Provide support to an event by being a selected member of an event's team that will be responsible for AV systems;
Set up fixed and temporary installations of audio-visual systems;
Provide after-hours support when scheduled;
Operate AV equipment for selected events; and troubleshoot and resolve problems;
Select suitable equipment and ensure the safe return of the equipment from the store;
Assess the operability of equipment;
Communication and teamwork:
Liaise with team members to share real-time information;
Provide feedback on issues regarding incidents, changes, or configuration changes;
Monitor incident ticket completion that keeps the end user informed of the status;
Liaise with all parties involved in incident handling;
Communicate additional user requirement to management;
Report non-standard implementations;
Ticket handling:
Enter user and service request information into the ESM solution to open an incident ticket;
Diagnose and resolve user incident ticket;
Escalate the request to the team leader or 3rd level where a solution is not available;
Monitor incident ticket completion and keep end user informed of status;
Close out incident ticket in ESM solution upon completion;
Adhere to technical support policies, procedures, and processes in order to meet customer needs;
Resolve incidents upon the SLA of each such ticket.
MINIMUM REQUIREMENTS:
A relevant National three-year Diploma, with:
A total of two years' experience in:
Computer operating and setup skills;
Electronic repairs;
Maintenance and repair of audio-visual systems;
Support of audio-visual system;
Valid driver's license;
Certificate in computer software, e.g., N+ or relevant;
Working at heights certificate;
OR
Grade 12; with
A total of four years' experience in:
Computer operating and setup skills;
Electronic repairs;
Maintenance and repair of audio-visual systems;
Support of audio-visual system;
Valid driver's license;
Certificate in computer software, e.g., N+ or relevant