Bachelor's Degree or Diploma in Information Technology, Computer Science or related field preferred
ITIL Foundation
Microsoft Certified
CompTIA Network +
CompTIA Security +
Experience IT Support Experience
A minimum of 5 - 8 years' experience in a desktop support, helpdesk or IT Technical Support environment (strong background in troubleshooting of hardware, software and network issues)
Leadership and Management Experience (2 - 5 years)
Experience in a supervisory or managerial role within IT support
Proven ability to lead a team, delegate tasks, and manage IT operations effectively
IT Service Management & Process Improvement
Experience working with ITIL frameworks, Service Level Agreements and incident management
Track record of implementing IT support best practices and optimizing support processes
Enterprise IT Environment Experience (Advantageous)
Familiarity with enterprise-level IT infrastructure, remote support and cloud-based systems
Experience with Active Directory, system administration, IT security policies and software deployment
Technical Knowledge | Competencies
Advanced hardware and software troubleshooting skills
Expertise in Windows, macOS and Linux operating systems
Knowledge of end-user computing technologies including desktops, laptops, printers and mobile devices
Familiarity with remote support tools (eg. TeamViewer, AnyDesk, Microsoft Remote Desktop)
Understanding of TCP/IP, DNS, DHCP,VPNs and Wifi Networks
Ability to troubleshoot network connectivity issues
Experience with Active Directory (AD), Group Policy, and user account management
Strong knowledge of ITIL frameworks and incident, problem and change management
Experience using ITSM tools (eg. ServiceNow, Jira, Freshdes, ManageEngine)
Ability to define and manage SLAs and OLAs for IT support services
Understand endpoint security, antivirus and patch management
Knowledge of software licensing management and compliance
Proficiency with Microsoft 365 (Outlook Teams, SharePoint,, OneDrive)
Duties and Responsibilities Strategic Direction
Assist with input into the EUC technology, strategy roadmap, and standards
Drive continuous improvement in the environment to ensure improved customer experience, reliability and stability of the environment
Improve the Desktop environment b gathering feedback on any IT related challenges on the Desktop and Business Applications environment
Ensure alignment to IT Strategy and roadmap
Provide technical advice and assistance on deployment of the organisation's standards, procedures and policies to service providers
Translate business needs into technical requirements
Operations
Provide hands-on technical support to the organisation's users
Provisioning and maintenance of a test lab for Microsoft and Application patching and testing
Maintain the value of the test environment by testing new images, Microsoft and Application patching and testing before production rollout
Elimination of business disruption due to the testing of Microsoft and Application patching and upgrades through the effective utilisation of a test lab environment
Assist with the maintenance of infrastructure e.g. Video/Audio etc. in the boardrooms
Management of key building related infrastructure including boardroom and training room management; unified comms, including video conferencing; cabling
Test boardroom's equipment before board meetings
VIP support during board meetings and otherwise as requested on hardware and software
Troubleshoot LAN network
Assist with setup/configurations of telephony enabled devices
Ensure all calls/actions involved are logged in the Service Desk System for reference
Implement and maintain a knowledge base for all desktop support issues
Only rollout of supported/licensed applications and approved versions of Operating Systems
Continuously investigate new Desktop Technologies and tools to alleviate issues
Provide quality IT Support to the organisation's users by continuously improving on current process and procedures
Assist with the technical testing of newly implemented software and hardware where required, to address business requirements
Share approved new processes and procedures with the rest of the Desktop Engineers
Act in an advisory capacity for technicians on complex technical issues
Compile, contribute to and review the Service Desk/Desktop Engineers knowledge base
Knowledge sharing with all team members
Adhere to the ITIL processes
Adhere to IMACD process (machine provisioning, AD requirements)
IT Project Execution
Participate in the execution of projects against project plan where required
Assist with the handover of project initiatives to production with the associated support documentation created
Provide input to progress reports
People Management
Appraise Desktop Engineers performance continuously, provide feedback and escalate to HOD for corrective actions
Escalate non-conformance
Pulling in resolvers to assist with incident resolution
Create a cohesive team culture
Financial Management
Identify cost optimization initiatives
Governance and Compliance
Ensure that all calls actioned/involved in is logged in the Service desk System for reference
Create reports on team performance when required for KPI discussions
Security
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