Support Engineer (ATM) – CPT – EE

at  Datafin IT Recruitment

QUALIFICATIONS –

• Matric or Grade 12 Essential.
• A+ or N+ / MCSE or tertiary IT Qualification.
• Proven track record of completed HPE or Lenovo – Service Qualifications.

EXPERIENCE/SKILLS –

• At least 3+ years’ experience delivering End User Computing Support Services in a customer environment.
• Win10/Office 365, mobility apps, 1st Line of support for basic network connectivity and printer support requirements, backup tape management, 3rd party provider facilitation onsite, hands and feet for server room support.
• Proven experience supporting Printer Support – MFP Fleet and consumables.
• Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• AD and GPO Experience (Creating Users and Managing AD).
• Proficient at PC builds and endpoint installations.
• Proactively manages the user experience.
• Able to annunciate clearly when communicating with VIP users, especially foreign language users, and listens to understand.
• Must have valid Driver’s License and own reliable transport as travelling is a requirement.

• Provide 2nd Line Support primarily within the End User Computing layer but may extend to initial diagnosis in other components of infrastructure prior to reassignment to other resolver groups.
• Provide a high level of End User Support within a VIP environment, ensuring careful and optimal call management and efficiencies.
• Manage call escalations to 2nd Level and Specialist Support within 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.
• Must be available to provide after-hours Standby Support.
• Develop and maintain a professional working relationship with the clients and client end-users in support of the Service Delivery Manager.
• Confirm call resolution with End User before resolving of the call on HEAT.
• Maintain service and quality levels according to of the company’ business standards, processes and procedures.
• Create and update documentation related to all Standard Operating Procedures.