Ops Specialist: IT System Operations

Structural Information

Job number:                     10009276

Job title:                             Ops Specialist: IT System Operations

Job grade:                          S6

Group/ BU:                       CSB

Division:                             Digital & Information

Span of control:               0

Reports to:                        Management

REM Functional Area:    IT

Core Description

Responsible for ensuring configuring, and maintaining operating systems (Windows,macOS) and associated software across end-user devices and servers within the IT environment through the implementation and support of various tools and technologies. Responsible for providing expertise and evolution of the infrastructure, maintenance, and support model of centrally managed video and web conferencing, investigation and implementation of new collaboration technologies and services, including mobile devices. Develop and implement communication strategies, implementing/ creating new tools and services when required, and provide training and support to users. This role also involves performance monitoring, upgrades, evaluating the effectiveness of communication initiatives and making recommendations for improvement.

Job Responsibilities

• Design, configure, and support collaboration and communication technologies, including video/web conferencing systems and room setups.
• Support equipment purchase, set-up, support, recordings and consulting, streaming servers, and adopting new related tools and services.
• Guide the evaluation, implementation, and upgrades of collaboration solutions, ensuring system integrity and high availability.
• Develop and enforce best practices, standards, and KPIs to monitor communication effectiveness.
• Provide technical support, troubleshooting, and ongoing maintenance for communication tools and infrastructure.
• Stay current with emerging collaboration technologies and contribute to strategic planning and implementation.
• Partner with internal teams and external vendors to ensure alignment, integration, and successful project execution.
• Deliver training and support to users, promoting effective use of collaboration tools.
• Assess and categorize issues to determine the required level of support and appropriate resolution path.
• Allocate necessary resources and route requests to the relevant personnel or teams.
• Provide timely, effective technical support and troubleshooting to ensure customer satisfaction.
• Monitor the status of support tickets and track progress against agreed timelines.
• Communicate regularly with customers, offering status updates and ensuring resolution expectations are met.
• Investigate faults and service requests, identify root causes, and implement appropriate solutions.
• Escalate complex or unresolved issues to ensure timely and effective resolution.
• Educate users through formal or informal training to promote fault prevention and best practices.
• Analyse recurring issues and support trends to recommend improvements in processes and tools.

Core Competencies

FUNCTIONAL KNOWLEDGE
Operating Systems; Computer Hardware; Computer Software; Networks; Computer Utilities; Mobile Devices & System; Apple Mac Devices & Systems (Windows, macOS)

FUNCTIONAL SKILLS
Interpersonal; Communicating; Computer Applications; Controlling Techniques; Problem Solving; Computer Configuration; Computer Applications; Customer Service; Mobile Devices & Systems; Apple Mac Devices & Systems (Windows, macOS)

ATTITUDES/ LEADERSHIP COMPETENCIES
Dedicated; Reliable; Accurate; Team Player; Customer orientated

Certifications

Education

Experience

Additional Information

Experience: 

• Experience required in System support.

Special Requirements

Physical Requirements

Key Stakeholders