Sinthenkosi Phillip Menze

Technical Support & Troubleshooting

• Provide first, second, and third-line IT support to staff and students.
• Troubleshoot issues and outages across hardware, software, and network systems.
• Set up user accounts and workstations.
• Train staff on new technologies and provide ongoing support.

System & Network Administration

• Install and configure software, hardware, and networks.
• Manage on-premises and cloud systems; monitor performance and conduct regular tuning.
• Windows Server 2016 & 2019: User onboarding/offboarding, NPS management for VPN/Wi-Fi (RADIUS authentication).
• Firewall administration: Sophos VPN, Firewall Rules, VLANs, and DHCP.
• Network management: Ubiquiti UniFi Controllers, Access Points, and Switches.

Cloud & Platform Administration

• Microsoft 365 Admin Portal and Google Workspace (G Suite): License management, user onboarding/offboarding, deployment.
• Apple Business Manager administration.
• Freshdesk and End-Point Central platform administration.
• YSoft Print Server and PABX management (Extensions, Linkus, Trunk, Firewall).

Database & Server Management

• Performance monitoring and tuning of databases.
• Management of network servers and technology tools.
• Upgrade systems with new releases and models.

Security & Compliance

• Ensure system security through access controls, VPN configuration, and firewalls.
• Manage software licenses and SSL certificates.
• Develop and enforce IT policies, procedures, and group policies.

IT Operations & Documentation

• Develop internal wikis, manuals, and technical documentation.
• Source and manage all IT procurements.
• Create and maintain logon scripts, automation procedures, and policy documentation.

• New equipment - Installations of newly purchased ICT equipment such as workstations, peripherals, accessories, etc.
• Software - Deployment, configuration and installation of workstation software inclusive of Operating system software, productivity software, and applicable driver software.
• Maintenance - Ongoing on-site technical support.
• Network Infrastructure - Includes troubleshooting, repairs and maintenance of endpoints such as data outlets, Access points, switches and cabinets.
• Relocation of computer equipment as per operational requirements.
• Extensive troubleshooting and resolving hardware or software faults, replacing parts as required and updating the resolutions on the IT Service Management system.
• Supporting and assisting in the roll-out of new software or applications.
• Testing and evaluating new technologies on request.
• Technical hands-on support during special events (conferences, skype sessions, video conferences, livestreaming, mass Wi-Fi connectivity).
• Executive support during national off-campus conferences and break-a ways.
• Ad hoc special assignments to meet requirements of abnormal situations (student protests, work from home, etc.).
• Technical support during disaster recovery and business continuity events.
• Selective after hour support when required (to be scoped independently of proposed contract).
• Fully compliant in terms of the University of the Free State (Client) policies relating to health and wellness, safety, security, dress code and technical quality.
• Adherence to all Key Performance Indicators.
• Monitoring: Realtime monitoring of all University of Free State digital infrastructure.
• Report of any system downtime.
• Threshold-based monitoring for capacity and performance monitoring.
• Monitor Network performance.
• Monitor hardware failures and backups.
• Create priority incidents, make follow ups, and communicate status to affected support divisions.
• Monitor hardware failures and backups.
• Review System morning health reports.

• Warranty, Guarantee & Repair claims management.
• Contact clients who have logged tickets and update account managers accordingly.
• Client expectation management.
• Meeting SLA.
• Troubleshoot to diagnose client issues telephonically or off-site if required.
• Contacting client to find out if they are happy before closing logged tickets.
• Check Equipment aesthetics.
• Check Equipment specifications.
• Check Hardware functionality.
• Check Software functionality.
• Faulty unit returns assessment and reporting.
• Assessment of damaged I.T equipment to determine warranty status.
• Update Technical details in ticket system when loaded.
• Request replacement unit from Outbound or stock team.
• Quality Check equipment and prepare paperwork to deliver replacement unit to client.
• Drive to clients to resolve queries that require onsite attention.
• Request couriers for delivery and collection of replacement and faulty units respectively.
• Prepare monthly support report.
• Respond to e-mails from clients.

• Provide first and second-line workstations to the users (Hardware and Software)
• Setup and Troubleshoot user accounts and software accounts.
• Setup, Test, and troubleshoot network connectivity and wireless access for local and remote computers and devices.
• Install, update and repair software on the client's systems.
• Install and update desktops, laptops, peripherals, network, and related software.
• Respond to requests for new or configured hardware or software.
• Troubleshoot hardware and software problems.
• Manage user calls logged and ensure SLA is met.
• Roaming technical support - Ensue smooth computer use for all employees of the client company.
• Make sure all Desktops, Laptops, peripherals, and other devices are safe and locked to avoid theft.
• Printer troubleshooting and Configuration support.
• Ensure all Desktops and Laptops are on the company domain.
• Manage PCs and accounts on the Active Directory.
• SAP Business Profile Configuration.
• VPN, APN, and SAP Business setup configuration.
• Computer OS Cloning.
• MS Office 365, MS Teams, MS Visio, MS Project, and MS SharePoint setup and configuration.
• Maintain and Control Datacenter.
• Weekly reports submissions.

• Monitor PCs, Printers and Network
• Provide first and second-line workstation to the users (Hardware and Software)

• Invigilate During Practical Exams
• Assisting Lecturer during Lecturer class
• Control Order in The Open-Lab During Lab Sessions
• Open and close the Lab
• Make Sure Students Keep 1,5 Meter distance between each other - Make sure everyone sanitizes before entering the lab