Support Engineer (Active Directory & GPO)

DUTIES:

• Provide a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies.
• Manage call escalations to 2^nd Level and specialist support within the business 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 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.

REQUIREMENTS:

Qualifications -

• Matric \ Grade 12 (Must-have).
• Tertiary IT qualification.
• One of: MCP, VCP, CCP, A+.

Experience/Skills -

• At least 2 + years’ experience providing end user computing support.
• 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.
• Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• Must be available to provide after-hours Standby support.
• Must have a valid driver’s license and own reliable vehicle.
• Medically fit due to the environment.

Advantageous –

• ITIL proficiency.

ATTRIBUTES:

• Must be a team player with the ability to work in and with a virtual team.
• Ability to communicate oral or written feedback and technical information to all levels of end-user.
• Strong attention to detail.
• Able to work independently.
• Must be able to cope under pressure.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

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