Job Description

JOB PURPOSE

To support business units by providing technical assistance that will enhance the user experience and thus allowing for the business to deliver better service to the customer.

RESPONSIBILITIES

Technical Support

Provide resolution for all desktop support requests to internal users, according to the company's Service Level Agreement Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues, including desktop/laptop hardware and software, mobile devices, printer/ scanners/copiers, audiovisual equipment, hardware peripherals, and other desktop-related equipment Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems, including network drives and all business productivity applications Communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce, and resolve customer-reported issues Work independently to troubleshoot all support requests and follow escalation process Responsible for computer hardware builds and maintaining inventory for computers ready to deploy Provide support of email services for microsoft and provide support of telephony services Establish and maintain a positive professional relationship with users Participate in testing, documentation, and implementation of assigned projects Responsible for ensuring all company-stipulated software and tools are correctly installed, up to date and maintained with the correct versions and patches applied Participates in after-hours on-call rotation Support tactical and strategic goals of the Enterprise Support team Provide training and mentoring for desktop support team members, including escalated support requests Prepare and conduct client training as and when required

SLA Management

Consistent and predictable service delivery

BEHAVIOURAL COMPETENCIES

Tech Savvy Customer-focused Evaluating problems Investigate issues Information seeking Processing details and information Communicating information Showing resilience Adjusting to change Learning ability Teamwork Business knowledge and approach Stress tolerance Conflict Management Time Management Take initiative Instils Trust Plans and Aligns

EDUCATION

Matric MCP (Microsoft Certified Professional) & A + Certification highly preferred Certification in technologies (A+, N+, MCSE) CompTIA N+ or IT Diploma or MCITP (Desktop Engineer Strong Microsoft Office productivity tools knowledge (Excel, Word, PowerPoint, Outlook) Knowledge of MS Azure 900, AWS Practitioner and Office 365

Strong Technical and People Skills.

EXPERIENCE

Minimum of 6-8 years general IT experience Advanced expertise in Windows Server (2012 R2 and above) Proficiency in both Windows and macOS operating systems Experience with VMware vSphere 6.5+ and Hyper-V Strong knowledge of Networking Strong knowledge of Active Directory, DNS, DHCP, and related technologies (MCSE advantageous) * Valid driver's license and reliable vehicle for on-site visits