EUS Back Office Support Engineer

at  Sanlam

SCCM:

• Application Management: Competent
• OS Deployment: Proficient
• Software Updates: Proficient
• Compliance: Competent
• Inventory Management: Competent
• Remote Control: Expert
• Proficient in understanding SCCM logs on endpoints.

Operating Systems:

• Microsoft Windows: Expert
• Apple macOS: Novice

O365:

• Familiar with cloud computing concepts, including cloud models and service types like Software-as-a-Service (SaaS): Competent
• MS Office Suite: Expert in installation and troubleshooting
• MS SharePoint: Competent
• OneDrive: Expert

Microsoft Azure:

• Competent in Azure Fundamentals or actively studying towards Azure Fundamentals will be an advantage.

On-prem Active Directory:

• Knowledge of how to look up the following areas is essential:
• User Management
• Group Management
• Authentication
• Policy Management
• Computer management

Networking:

• Basic understanding of networking concepts.
• Familiarity with LAN and WAN.
• Understanding IP addressing (IPv4 and IPv6) and subnetting.
• Familiarity with common protocols (TCP/IP, HTTP, SFTP, DNS).
• Basic knowledge of network devices (routers, switches, firewalls).
• Understanding of wireless networking and security measures.
• Skills in troubleshooting common network issues.

KNOWLEDGE AND SKILLS

Client Delivery and incident handling
Reporting and Administration
Technologies
Business Requirements Definition
Problem Tracking Tool

Qualifications

• Grade 12
• ITIL qualification would be advantageous
• Microsoft qualification
• Hardware qualificatio

Experience

• Minimum of 5 years of experience in an IT Support Services environmen

WHAT WILL YOU DO?

As a member of the EUS Back Office support team, the individual will serve as a representative of the SGT remote support team. You will collaborate with the team to provide remote support for both in-office and remote employees, addressing technical incidents and business requests. The goal is to deliver a professional, courteous, and efficient service that minimizes disruption to Sanlam’s operations. Additionally, they will ensure that incidents and problems are accurately recorded and updated in the Sanlam call logging system.

WHAT WILL MAKE YOU SUCCESSFUL IN THIS ROLE?

• Provide remote support to end users, ensuring the following:
• Incidents and requests logged on the Sanlam call logging system are addressed promptly.
• Each incident or request is updated with detailed information.
• Clients remain operational within the established SLA.
• Tickets contain sufficient information before being assigned to another support group.
• Look beyond symptoms to identify and resolve root causes.
• Follow instructions and procedures effectively.
• Engage in continuous learning and research.
• Identify opportunities to improve the resolution rate of tickets on the first contact.
• Contribute to the Knowledge Base.
• Assist Field Service Engineers (FSEs) in the field as needed.
• Identify recurring issues and incidents.
• Provide input to the Problem Management Forum.
  Qualifications and Experience

Qualifications

• Grade 12
• ITIL qualification would be advantageous
• Microsoft qualification
• Hardware qualification

Experience

• Minimum of 5 years of experience in an IT Support Services environment

Technical Skills