End User Support Technician

 End-user (EU) infrastructure Support

•  Provide 3^rd 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 3^rd 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 2^nd 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 3^rd 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