Datafin

+ 27 (0) 21 741 0400 + 27 (0) 21 741 0400   CAREERS@DATAFIN.COM

Support Engineer (AD and GPO)

IT – Support
Cape Town – Western Cape

ENVIRONMENT:
PROVIDE a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies as the next strong technical Support Engineer sought by a dynamic Internet Service & Network Specialist. This will include correctly analysing & prioritising calls and requests, assisting with incident management & problem resolution to ensure minimal impact while maintaining service and quality levels according to company’ business standards, processes and procedures. The successful incumbent must be A+ or N+ or MSCE Certified with a minimum of 3+ years’ work experience delivering End User Computing Support Services in a customer environment including proficiency with AD and GPO (Creating Users and Managing AD), PC builds and endpoint installations. Applicants MUST HAVE a valid Driver’s License and reliable transport as travelling is a requirement.
 
DUTIES:
  • Provide End User Computing and Telepresence support.
  • Correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
  • Manage call escalations to 2nd Level and specialist support within the company as well as customer vendors.
  • Liaise between users, IT Outsource providers and internal IT processes.
  • Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
  • Identify and escalate persistent incidents.
  • Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
  • Confirm call resolution with end user before resolving of the call on ITSM.
  • Maintain service and quality levels according to the company’ business standards, processes and procedures.
  • Create and update documentation related to all Standard Operating Procedures.
 
REQUIREMENTS:
Qualifications –
  • A+ or N+ / MCSE or tertiary IT Qualification.
 
Experience/Skills –
  • At least 3+ years’ experience delivering End User Computing Support Services in a customer environment.
  • AD and GPO Experience (Creating Users and Managing AD).
  • Proficient at PC builds and endpoint installations.
  • Must be able to work flexible hours as may be required. Must be available to provide after-hours Standby support.
  • Must have valid Driver’s License and reliable transport as travelling is a requirement.
 
Advantageous –
  • ITIL proficiency.
 
ATTRIBUTES:
  • Excellent Communication and Interpersonal skills.
  • Must be able to work independently.
  • Must be able to cope under pressure.
  • Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.
  • Strong attention to detail. 
  • Must be a team player with the ability to work in and with a virtual team.