IT Support Assistant

The IT Support Assistant will provide end-user support, routine network maintenance, and infrastructure support for the campus.

Applicants are also requested to complete an application form which is available in the following link:

https://www.middlesex.mu/about-mdx-mauritius/work-with-us

JOB DESCRIPTION

Job Title:                    IT Support Assistant

Campus:                    Mauritius         

Period:                       Permanent

Reporting to:             IT & AV Manager

Overall Purpose:

The Middlesex University campus in UniCiti, Flic en Flac has an advanced IT & Network infrastructure and AV facilities. This role involves working within the IT and AV Services team to keep all IT, Network and AV systems functional and fully operational for the Mauritius Campus.

Principal Duties

The IT Support Assistant will provide end-user support, routine network maintenance, and infrastructure support for the campus.

The postholder will be responsible for ensuring the smooth running of network equipment, wireless access points, computers, laptops and multifunctional printers. Tasks vary depending on the size and structure of the organization, but may include:

• To prioritize and provide end-user support, serving as first point of in resolving technical issues and providing technical assistance, either in person or remotely (over the phone, email and/or helpdesk);
• To assist in the configuration, maintenance and repairs of network equipment, desktops and laptops, ensuring they are in working condition for end users;
• To troubleshoot, mitigate/correct, monitor and report issues on different IT and Network systems such as switches, wireless/network connections, Audiovisual, telephony solutions and software applications;
• To support the installation, configuration, and update of network software, as well as maintaining hardware and network devices;
• To perform network diagnostic tests and repairs, in addition to network configuration backup, and enhancing network security;
• To document network processes and layouts along with monitoring network performance;
• To respond to queries within agreed time limits as per Service Level Agreement;
• To maintain a good working relationship with staff and students;
• Demonstrate new technology to staffs/students as and when required;
• Other tasks that may be required by the Pro Vice-Chancellor & Director or Chief Operating Officer with particular reference to major events such as examination invigilation and graduation ceremonies, when all administrative staff are expected to participate.

Hours:            45 hours per week throughout the year. Actual daily hours by prior arrangement but normally between 9.30am to 6.00pm Monday to Friday and 8.30 to 12.30pm on Saturday.

Flexibility:      Please note that given the need for flexibility in order to meet the changing requirements, the duties/location of this post and the role of the post holder may be changed after consultation.

PERSON SPECIFICATION

Job Title:                    IT Support Assistant

Campus:                    Mauritius

SELECTION CRITERIA:

Skills

Essential:

• Must have good problem-solving and time management skills
• Proficiency with network hardware and software
• A good command of written and spoken English
• Be calm and effective in dealing with staff and students
  • Ability to multi-task

Experience

Essential:

• Experience working in a network support environment

Desirable:

• Experience with technologies from Cisco, Fortinet and/or Meraki

Knowledge

Essential:

• Good knowledge of networking concepts and implementation
• Sound experience in troubleshooting IT and Network related issues
• Good knowledge of network monitoring tools

Desirable:

• Proven experience in a networking environment

Education / Qualifications

Essential:

• A diploma in an IT or Computer Science related fields
• CCNA would be a significant advantage

Desirable:

• An undergraduate degree in an IT or Computer Science related fields

Middlesex University is working towards equality of opportunity.