Support Engineer

Support Engineer – East Rand

Providing first level desktop support. Includes telephonic, remote and onsite support (where required) for all hardware, software and application platforms.

• A+
• N+
• Microsoft Certified Desktop Support Technician Qualification
• ITIL Foundation training
• Minimum 2 years in a Service Desk environment, and minimum 3 years experience in a first line support or desktop support environment.
• And 3 years’ experience and knowledge in Information Technology

• Strong organizational, time management and communication skills
• Outstanding communication and interpersonal abilities
• Ability to prioritize, multi-task, and easily adapt to change
• Strong problem solving and organization skills
• Must meet deadlines, accomplish tasks as agreed upon time structure
• Ability to effectively manage sensitive and confidential information in a professional manner
• Proficient in Microsoft desktop operating systems and applications
• Customer Service Oriented
• Process driven and attention to detail, a must
• Good analytical and problem solving skills
• Ability to adhere to procedures
• Valid driver’s license and own transport
• Ability to prioritise conflicting tasks, manage customer expectations and to proactively and timeously escape to management when potential issues are anticipated

• Provide 1st level support, including systems and applications for all End Users
• Adhere to Access Request Governance and SOPs
• Adhere to IT Procurement Management, and understand role and responsibilities
• Administration: timely and regular updating tickets, updating purchase order information
• Asset Management: ensure that all assets are documented and updated on the asset management system
• Provide prompt and accurate feedback to customers. Pro‑active customer feedback is essential, therefore strong interpersonal and communication skills are required
• Travel between sites to resolve hardware incidents, and as required due to operational needs (Travel claims to be agreed with Switched
  
  ONIT)
• Provide remote 1st level support for all End Users
• Documentation: create knowledge articles and other IT Support articles
• Understanding of LAN and WAN with basic troubleshooting
• Hardware troubleshooting and diagnostics when required
• System support of all end users
• Manage follow‑up and set‑up of processes and procedures
• Timely escalation when unable to resolve problems/issues
• Ensure all logs for equipment and users are maintained
• Achieve results as per agreed Balanced Score Card
• Proactive problem solving and prevention
• Support handheld scanners and configuration when required
• After Hours emergency call‑outs in region if required

Market related salary, depending on experience/qualifications and work history.

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