End User Support Technician

 

Recruiter:

IT Naledi Solutions

Job Ref:

CPT000042/MF

Date posted:

Thursday, July 29, 2021

Location:

Capetown, South Africa


SUMMARY:
The role is responsible for providing a managing service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.

POSITION INFO:

 

 End-user (EU) infrastructure Support

  •  Provide 3rd line EU Infrastructure support to the desktop and store infrastructure team.
  • Provide EU infrastructure support to all VIP users within the client group and escalate unresolved issues to 3rd line infrastructure support teams and line manager.
  • Develop and implement EU infrastructure standards which meets the risk profile and installation standards of the client.
  • Procure EU infrastructure and peripherals according to the standards and risk profile of the client.
  • Install and configure EU infrastructure for new and existing user base as and when required.
  • Troubleshoot any issues related to the installation and configuration of new and existing EU infrastructure.
  • Create and update EU infrastructure support knowledge base and standards procedures manual.
  • Where applicable, ensure third party equipment is recovered and returned to the supplier timeously and in good condition.
  • Escalate any urgent unresolved issues to line manager.

 

Facilities management

  • Provide 2nd line support for all infrastructure related installations within the client group, including Retail stores and Distribution Centres (DC''s) and all other remote working sites.
  • Test, procure, install and configure any IT related facilities in consultation with those team members it may affect, ensuring this meets clients risk and installation standards.
  • Escalate any issues which cannot be resolved timeously to relevant 3rd line infrastructure support team and follow up with them on the progress and resolution of these issues.
  • Ensure that all issues resolved are well documented and if required update standard procedures manual and knowledge base.
  • Where applicable, ensure third party equipment is recovered and returned to the supplier timeously and in good condition.

 

Requirements

  • Relevant IT Qualification
  • Valid SA driver''s license 
  • Own vehicle (travel to retail stores required) 

 

Core Competencies

  • Strong client service orientation and passion for exceeding expectations 
  • Excellent written and verbal communication skills 
  • Reliable and able to produce high quality of work
  • Excellent attention to detail 
  • Ability to establish and maintain respect of peers, associates and colleagues
  • Ability to function independently 
  • Sober habits, neat, presentable and self-reliant 
  • Demonstrate an appropriate degree of personal and business integrity

 



 

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