Supervisor Systems and End User Support
Listing reference: atns_000297
Listing status: Under Review
Apply by: 2 June 2023
Position summary
Industry: Aviation & Aerospace
Job category: Network Operations and Maintenance
Location: Johannesburg
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Applications are invited for the position of Supervisor Systems and End User Support (Grade 8) based at Bruma. The successful applicants will be reporting to the Senior Manager: Infrastructure and Service Management.
Manages the end user support function to ensure that IT service delivery to users meets customer service expectations. Responsible for the management of back office IT systems to ensure adequate governance and systems performance.
Job description
· Participates in regular meetings with Client Departments to discuss ICT related issues and there alignment with the business strategy
· Defines, reviews and implements the ICT Support Services Strategy
· Ensures ICT Support Services systems are upgraded based on supplier/vendor technology road maps.
· Performs and contributes towards the upgrade of ICT systems and ensures that system software is of the latest acceptable version
· Manages, prioritizes and monitors all ICT Support Services calls effectively and timeously through monitoring and management of the ICT Call Logging System.
· Develops and maintains an IT customer service policy.
· Responsible for management and monitoring of SLAs relating to ICT Support Services
· Responsible for management and monitoring of user PCs, VMWare, Storage Platforms (EMC / HP, Dell and NetApp), Server Platforms, Citrix , Active Directory, Exchange, Backup, File/ Print system at all ATNS sites.
· Monitors user calls and incidents to report on and identify operational trends for future ICT requirements.
· Manages and maintains the ICT systems resilience through effective management of server platforms and back-up technologies.
· Ensures that documents relating to the systems design are maintained.
· Participates in configuration control process /changes relating to other IT systems.
· Ensures the resolution of Support Services issues through the facilitation between stakeholders.
· Manages ICT Support Services in line with ITIL and ISO guidelines.
· Reports on and advises on systems serviceability
· Manages maintenance and housekeeping practices to reduce user experienced issues
· Manages and ensures repair practices are adhered to, including product warrantees and best practices.
· Manages knowledge base of common faults experienced by users and their resolution
· Reports on user IT literacy to reduce user support requests
· Models and tests the impact of changes.
· Manages ICT disaster recovery and backup environments
· Manages Domain policies to ensure security and integrity
· Manages controls relating to domain user access rights.
· Advises management of problem areas relating system security and integrity
· Ensures high level of hardware and software systems integrity
· Monitors anti-virus protection systems and software.
· Ensures that systems security policies are updated and adequately maintained to ensure systems integrity
· Responsible for implementation of ICT Support Service related projects according to agreed project plan and acceptance testing.
· Ensures good business relations with internal network users and potential external clients.
· Participates in ICT projects in order to maintain systems integrity
· Manages the allocation of duties and the output of ICT Support Services personnel
· Periodically reviews the effectiveness of the ICT Support Services service provided.
· Ensures that ICT Support Services personnel remain suitably trained to achieve the outcomes of their job descriptions in a dynamic IT support environment.
· Conduct Performance reviews on ICT Support Services support personnel.
· Manages ICT services after hours support
· Creates and maintains a harmonious and effective workforce by promoting safety, professional, discipline, worker standards and morale, in order to guarantee high levels of output in a team based environment.
· Reports on productivity and effectiveness of support staff
· Determines and reports on ICT Support Services metrics against the agreed strategy and operational requirements.
· Ensures compliance of the security policy through effective management of security events.
· Manages all IT policies, procedures and standards relating to ICT Support Services and Systems
· Manages configuration and change control records with regards to ICT Support Services activities
· Ensures and reports on IT DRP exercises that are conducted with business on all ICT Support Service systems
Minimum requirements
Minimum Qualifications
· Three (3) Year National Diploma or Degree in IT or equivalent,
· Certification in Microsoft Azure (any) and Endpoint Administration
· ITIL Certification
· Certification in VMWare, Storage and Server Platforms and Application Publishing Platforms (Citrix) will be an advantage
Minimum Experience
· 5 years’ experience in the IT environment of which 3 years should be in a supervisory support role looking after the management, operation, maintenance and support of ICT hardware and software systems, which includes Storage, Servers, desktops, mobile devices and software systems.
If you have not been contacted within 3 weeks of the closing date of this advert, please accept that your application was unsuccessful.
Conditions of Service: ATNS is an equal opportunity employer that strives to achieve a diverse workforce broadly representative of our people. This position will be filled in line with the objectives of ATNS’ Employment Equity Plan and therefore candidates from designated groups as per the Employment Equity Act of 1998 are encouraged to apply
