Careerbox Ongoing Job Vacancy – Apply Now!

Oversee and update assigned support service requests. Handle daily technical support activities on desktop support, data network, and server management. Onsite analysis, diagnosis, and resolution of desktop problems for end-users. Collaborate with 2nd and 3rd level support to prevent system downtime. Escalate to clients and 3rd party vendors to resolve issues. Assist in user/hardware movement and campaign relocations as required.

 

 

 

 

Job Title: IT DESKTOP ENGINEER – CAPE TOWN
Location: tCape Town ,Wynberg

Duties & Responsibilities:
Key Responsibilities:
Client:

Understand the importance of client relationships and support senior management structure on reporting on business performance, whilst maintaining and providing high quality and professionalism at all times

Onsite Desktop Support:

Onsite analysis, diagnosis, and resolution of desktop problems for end-users.

Full troubleshooting diagnostic with pings, trace routes, and screenshots of the problem.

Perform quality work on all service requests/incidents with agreed SLA.

Setup desktop computers and peripherals and test network connections. Ensure that the correct images are installed from sccm for the campaigns and that they are on the correct Vlans for voice and data.

Provide Remote Support for work from home users. Setting up VPN connections and supporting end users.

Windows updates and patches

Optimization of devices makes the best and most effective use of a resource.

Kaspersky installations, updates, and maintains Developing and maintains excellent professional working relationships with key stakeholders

To ensure that systems, processes, and methodologies as specified are followed to sure effective monitoring, control, and support of service delivery.

Responsible for providing guidance, direction, and advice to team members.

Project work:

Assist in user/hardware movement and Campaign relocations.

Understand the campaign and client’s requirements. Ability to allocate tasks and set milestones to achieve the deadline or request.

Ability to carry out UAT testing and deployment, which is a must for success in all projects.

Desktop maintenance / Software updates / Configuration of routers and wireless access points

Assist with the maintenance of network infrastructure upgrades.

Proactive Maintenance:

Requesting, escalating, and coordinating with vendor support.

Maintain a strategy that corrects the source of underlying equipment’s conditions. Reduce unplanned downtime, equipment failure, and risks associated with operating faulty equipment.

Terminal Server:

VMware virtual environment, VMWare, and virtual VDI pools configuration and support.

Skilled terminal server knowledge.

Ability to administrate broker servers and vSphere client for supporting Remote desktop protocol session created for each user that connects to it. Knowledge to set up a Terminal Server with a publicly assessable IP address or a private IP address (obtained from a DHCP host) in order to enable users with the ability to connect with their VPN connections.

Peripheral Support:

Familiarize end-users with basic software, hardware, and peripheral device operation.

Train end users on the usage of computer hardware and software.

Be available to Support Other Sites and Clients.

People:

To form and maintain good working relationships with internal support functions and peer groups with a view to sharing best practices

Must be able to engage with people in both a transparent and honest approach

Be able to take direction and communicate effectively.

A resilient approach and able to work under pressure. Interact with staff on desktop problems and their resolution.

Financial Management:

Collaborate with 2nd and 3rd level support to prevent system downtime.

Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.

Include pings, tracert, and screenshots to all escalations.

Input all troubleshooting steps.

Level of Authority:

Works according to standard guidelines and accepted work practices/norms

Refers issues not covered by procedures or prior experience to the line manager

May refer to regulatory requirements, service level agreements, and company procedures prior to referring the matter to the line manager.

The planning time frame is typically 1 to 2 months

Size:

Level 1 desktop engineers form part of a larger IT Support function that has no direct reports and reports directly to the IT Desktop Support Team Lead.

Desired Experience & Qualification:
Competencies, Skills, and Abilities:

Experience troubleshooting Windows 7 – 10 and mobile devices (iOS/Android)
Highly skilled in providing active technical support in hardware and software issues, including diagnosis and troubleshooting.
Documented success in maintaining problem status and resolution information in the ticketing database
Ability to work collaboratively in a fast-paced environment
Knowledge of Active Directory, MS Exchange, Microsoft Office 365, LAN/WAN protocols such as TCP/IP, DNS, and DHCP.
Computer skills including the ability to operate computerized spreadsheet, word-processing, graphics, and website development programs at a highly proficient level.
Well versed in ensuring preventative maintenance on hardware.
Well versed in ensuring preventative maintenance on hardware. Effective verbal, written, presentation, and listening communications skills.
Adhere to policies as per corporate manuals and directives.
Experience, Knowledge, and Qualifications

Grade 12
A+ & N+ or IT Certificate/Diploma
Valid driver’s license
2 to 4 years of working experience in IT desktop environment
Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
Ability to solve complex hardware and software issues
Ability to travel and work after hours when necessary
Excellent interpersonal skills.
Good written and verbal communication skills.
Microsoft Windows experience
Microsoft office experience
Network (including the Internet) experience
Working technical knowledge of current protocols, operating systems, applications and business systems, and general standards and best practices.
Knowledge of standards. Routers, switches, and firewall experience
Knowledge of the call center industry or related businesses
Preferred ITIL awareness
Business processes
IT policies, procedures, and best practices

To Apply:

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