HP South Africa: Active Directory Support Engineer

Posted on :

17 Jan, 2014

Category :

Engineering Jobs in South Africa

Active Directory Support Engineer-1200311


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
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

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