Summary of Role
The Desktop Engineer in this role will provide first and second line technical support. Should have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of system problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Primary
Responsibilities
- Must be able to perform labour intensive tasks, as well as to work after hours, on weekends and on standby when necessary
- Attention to detail to ensure that all IT equipment is setup in line with industry standards.
- Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution.
- Makes quick, clear decisions which may include tough choices or considered risks.
- Listens, supports and cares for others and Shows empathy.
- Relates well to people at all levels.
- Provide first line response for users requiring assistance with system issues and problems.
- Respond to requests for assistance by phone, email and/or using a service desk management system
- Logs all system problems and tracks the calls through to resolution
- Ensures timely escalation of problems by assigning an appropriate priority and resolution
- Documents Service Desk processes, procedures and resolution information
- Provides day to day end user support.
- Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions
- Follow procedures for software and hardware inventory and license tracking
- Analyze existing hardware and software processes, identify potential improvements
- Standardize and document all new processes and procedures
- Provide a single view to the management for system related problems
- Implements, maintains and manages the cascading of all relevant policies & procedures to team members
- Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.
- Ensure safe working practices are adopted by themselves and other employees in their work areas to maintain a safe working environment for employees and clients. These are defined in the staff handbook.
- capturing and managing asset tracking during deployment and working with IT Asset team to ensure timeous updates back to them Professional Know-how.
Qualifications
- Grade 12 (Matric)
- Certification in A+, N+ and/or MCTS/MCITP Experience:
- 2-3 years IT support experience Working Relationships Internal
- Operations/functional line External
- Vendors/External service providers Management/Supervisory Responsibility: This position does not have a management responsibility. Key Competencies Knowledge (what must I know):
- Experience working in a fast-paced and structured environment is an advantage
- Quality Assurance principle Skills and Abilities (what must I be able to do / display)
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