About the position
Job Purpose
The IM Technician will be a member of the Anglo-American IM Support team, providing IT and OT support services. The role ensures system integrity, maximum availability, and optimal performance of information systems in alignment with customer expectations. The position focuses on infrastructure support, maintenance, inspections, IoT devices, and OT environments, with safety as a top priority.
Key Roles & Responsibilities
Technical Responsibilities
- Support and maintain network, server, and end-user infrastructure, including troubleshooting and account maintenance.
- Maintain, optimize, and support infrastructure hardware, software, applications, IoT, and OT devices.
- Perform industry-standard tests to diagnose and resolve technical faults.
- Resolve cross-functional technical issues.
- Explain technical solutions to non-technical users.
- Monitor, diagnose, and resolve issues related to assigned technical areas.
- Ensure timely ticket resolution with accurate feedback and documentation.
- Identify high-risk areas in the IM environment and implement mitigation solutions.
Process & Compliance
- Adhere to SOPs, technical documentation, and architectural standards.
- Comply with HCL SLA requirements and internal/external policies.
- Ensure compliance with Anglo American Health & Safety (H&S) requirements.
- Provide accurate reporting to the Team Lead and Site Supervisor.
Professional Conduct & Teamwork
- Maintain professionalism and appropriate behavior with internal teams, clients, and vendors.
- Maintain a clean, orderly, and professional work environment.
- Be flexible and willing to work overtime or shifts as required.
- Demonstrate initiative and a continuous learning mindset.
Leadership & Team Support
- Support management in building high-performing teams through feedback and SOP documentation.
- Assist in defining KPIs and providing performance feedback.
- Support training initiatives and knowledge transfer plans.
- Promote continuous improvement and an HCL-centric partnership approach.
Financial Responsibilities
- Validate financial inputs such as overtime, standby, PPE, and claims prior to submission for approval.
Skills & Technical Requirements
Mandatory Skills
- Operating Technology (OT)
- Server, network, and wireless technologies
- Citrix
- Printers and EUC devices
- Rajant Network
- TnA and Security Systems
- Wireless networks, OT devices, and mining environments
Certifications (Preferred / Required)
- MCSE / MCSA
- CCNA / CCNA Wireless
- VMware
- A+ / N+
- Dell / HP Hardware Certifications
- Optic Fibre Knowledge
- OTDR Testing (Advantage)
- RCNA (Recommended)
- Tool Sets (Recommended)
Qualifications & Experience
Education
- Completed Grade 12
- Undergraduate / Postgraduate IT Qualification (Advantage)
Experience
- Minimum 5 years of IT experience
- Strong experience in network, server, EUC, OT, and security systems
- Experience in mining or industrial environments preferred
Behavioural Competencies
- Business acumen and commercial mindset
- Strong analytical and problem-solving skills
- Excellent written and verbal communication
- Ability to work independently and in cross-functional teams
- High ethical standards and confidentiality
- Ability to perform under pressure in fast-paced environments
- Change leadership and continuous improvement mindset
Communication & Working Relationships
Internal
- Regional SDMs
- BU SDMs
- IM Site Supervisor
- IM Team Members
- Other Practices, Service Lines, and OPCOs
External
- Customers
- Consultants and Service Providers
Desired Skills:
- MCSE / MCSA
- CCNA / CCNA Wireless
- VMware
- A+ / N+
