HP South Africa: Active Directory Support Engineer

Active Directory Support Engineer-1200311

Description

Overview of Business Area

Oil and Gas upstream environment

Role Description / Key Performance Areas (Main Responsibilities)

– Technical Engineer to support BP Oil Account
Monitoring of queue and resolving of tickets on a day to day basis

Creating and resolving of Root Cause Analysis on Severity 1 and Severity 2 incidents

Creating and Implementing changes

Standby support (on a rotating basis)

Shift Work

Perform project work on an ad-hoc basis

Ensuring the accuracy of Information Systems

Task Descriptions for Key Performance Areas

Monitoring of queues and resolving of tickets on a day to day basis

Target of keeping the WINTEL incident queue under 100

Maintaining of green SLA on all tickets

Action the tickets as assigned by the SPOC

On occasion perform SPOC duties if required

Proactively assigning tickets to yourself

Create and action RCA on all SEV 1’s and SEV 2’s

Monitor team mailbox and process/delegate any work that is required which includes escalations

Ensure incidents are escalated timeously if needed

Assist engineers if required

Ensure effective communication within the your respective team

Creating and resolving of RCA’s (Root Cause Analysis) on SEV (Severity) 1 and SEV (Severity) 2 incidents

RCA’s need to be conducted on all SEV 1’s and SEV 2’s

Follow the 5 why methodology to ascertain root cause of incident

Follow proper procedure when actioning RCA’s

Maintain Green SLA on RCA’s

Creating and Implementing changes

Creating and implementing RFC’s according to the process

Ensure approval is received prior to change

Ensure change is implemented as scheduled and according to plan

Maintaining Green SLA on changes

Standby support (on a rotating basis)

Be available for 24×7 standby support according to a roster

Respond to high priority incidents timelines as defined in contract with client (SLA)

Ensure you are available at all times to both dial up from home and answer the standby cellphone

Perform project work on an ad-hoc basis

Building and configuring of servers on the client environment

Ensuring the correctness of Information Systems

Keep Configuration Management Database updated with correct information

Ensure that password spreadsheets are up to date

Update processes so that they are accurate

Correct capturing of any overtime and/or project hours

Thorough, meaningful ticket information

Qualifications

Competencies Required to enable proficiency in Job

Education & Experience: MCITP 2008and a Minimum 5 years’ experience in similar position with hands-on support and network administration experience.

Knowledge/Skills: Good administrative and organisational skills, Creative problem solving skills, Ability to train staff

Behaviours: Self motivated person who is able to work in coordination with corporate IT and according to corporate standards and guidelines. Creative problem solving skills, Good interpersonal and communication skills, Document writing skills

Job – Services

Primary Location – South Africa-South Africa-Rondebosch

Schedule – Full-time

Job Type – Experienced

Shift – Day Job

Travel – No

Click here to apply online

HP South Africa: Active Directory Support Engineer

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