Recruitment Room Team
Support Engineer (Active Directory & GPO) (Northern Cape)
Job Description
ENVIRONMENT:
A strong technical Support Engineer is sought by a dynamic Internet Service & Network Specialist to provide cloud infrastructure, datacenter software and end user computing support. Candidates must however be willing to live and work in a remote part of the Northern Cape. You will manage call escalations to 2nd Level and specialist support within the business as well as customer vendors. You must have Matric/Grade 12, a relevant IT tertiary qualification and be Certified in one of the following: MCP, VCP, CCP, A+. Applicants will also need 2+ years’ work experience providing end user computing support; 3+ years’ work experience delivering End User Computing Support Services in a customer environment, be proficient with PC Builds, endpoint installations and AD and GPO experience.
DUTIES:
- Provide a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies.
- Manage call escalations to 2nd Level and specialist support within the business as well as customer vendors.
- Liaise between users, IT Outsource providers and internal IT processes.
- Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
- Identify and escalate persistent incidents.
- Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
- Confirm call resolution with end user before resolving of the call on Heat.
- Maintain service and quality levels according to of the company’ business standards, processes and procedures.
- Create and update documentation related to all Standard Operating Procedures.
REQUIREMENTS:
Qualifications –
- Matric Grade 12 (Must-have).
- Tertiary IT qualification.
- One of: MCP, VCP, CCP, A+.
Experience/Skills –
- At least 2 + years’ experience providing end user computing support.
- At least 3+ years’ experience delivering End User Computing Support Services in a customer environment.
- AD and GPO experience (Creating users and Managing AD).
- Proficient at PC Builds and endpoint installations.
- Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
- Must be available to provide after-hours Standby support.
- Must have a valid driver’s license and own reliable vehicle.
- Medically fit due to the environment.
Advantageous –
- ITIL proficiency.
ATTRIBUTES:
- Must be a team player with the ability to work in and with a virtual team.
- Ability to communicate oral or written feedback and technical information to all levels of end-user.
- Strong attention to detail.
- Able to work independently.
- Must be able to cope under pressure.
