Desktop Support Engineer (Rosebank)

Title

Desktop Support Engineer (Rosebank)

We are looking for a Support Technician who will be responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. Escalates more complex problems but may manage the incident to completion.  Identifies interim and long-term solutions and provides regular updates to the Senior Problem Analyst.  Participates in internal forums and work groups to contribute to the methodology and standards.

Key Responsibilities:

• Ensure that contracted customer Service Level Agreements are met (resolved)

• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA

• To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)

• Ensure that calls are checked and updated with the latest updates until call closure

• To ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support.

• Administer User and Computer accounts, as well as Group membership in AD

• Perform various tests on all hardware platforms and networks and document all operating system software

• Practice Expert knowledge on Preventative Maintenance

• Coordinate with Internal IT staff and customer to resolve technical issues and escalate same if required.

• Co-ordinate with staff to install and configure all EUC.

• Identify and resolve all hardware and software issues

• Installing, Configuring and Updating required hardware and software

• Troubleshooting and diagnosing to detect and solve technical problems

• Design and perform various tests on applications according to required standards

• Maintain and develop all user applications and define specifications based on client requirements

• To ensure that best practices are adhered to.

• To ensure that Standard Operation Procedures are followed

• To provide input to the Monthly Operations Report

• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.

• To Backup Engineers for customers and support staff where required

• Manage requests/calls escalated to Vendors and 3rd Parties

• Train employees to analyse and repair all product failures and analyse customer requirements.

• To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance

• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.

Qualifications:

• CompTIA A+

• CompTIA N+

• ITIL Foundation Certification

• Microsoft Azure Fundamentals – AZ900

• Microsoft Office 365 Fundamentals – MS900

• MTA: Windows Operating System Fundamentals (Windows 10 and 11)

• Microsoft 365 Certified: Modern Desktop Administrator Associate

Skills:

• Demonstrated skills, knowledge, and experience in EUC function.

• Strong Communication (Written and Verbal) - Clear, concise, good command and conveyance of language

• Good knowledge of MS systems and MS Applications

• Good troubleshooting and problem-solving skills

• Good Interpersonal Skills

• Computer hardware, functions, troubleshooting and resolution. (Laptops and Desktops).

• Adhere to Asset management process

• Be able to handle conflict

• Excellent prioritisation skills.

• Self-Motivated and disciplined

• Ability to work independently and within teams.

• Ability to impart and share knowledge and skills.

• Ability to work in a fast-paced environment and under pressure.

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

English