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;

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