Support Engineer

Bidvest International Logistics; Johannesburg; On-site; ZAR 200 000 - 400 000; Full time

Job summary

An established industry player is seeking a Support Engineer to deliver exceptional first-level desktop support. In this pivotal role, you will be responsible for managing hardware and software issues, ensuring seamless operations for end users. Your expertise in IT support will be crucial as you handle sensitive information and provide outstanding customer service. This dynamic position requires strong communication skills and the ability to adapt to a fast-paced environment. Join a company that values its employees and fosters a culture of growth and equity, where your contributions will make a significant impact on the organization.

Qualifications

• Minimum 2 years in a Service Desk environment.
• A+ and N+ certifications required for this role.

Responsibilities

• Provide 1st level support for all BidvestIL End Users.
• Ensure timely updates of tickets and asset management.
• Coordinate vendor support and manage incidents.

Skills

Organizational Skills

Time Management

Communication Skills

Problem Solving

Customer Service Orientation

Adaptability

PC Hardware Troubleshooting

Microsoft Desktop Operating Systems

Ability to Work Independently

Driver's License

Education

A+ Certification

N+ Certification

Microsoft Certified Desktop Support Technician

ITIL Foundation Training

Job description

Working at Bidvest International Logistics, we understand that logistics is a people business and consider our employees as vital partners.

Reference Number: BIL-1

Job Title: Support Engineer

Department: Information Office

Office / Facility: Cape Town Office

Reporting To: Service Management and Technical Support Lead

Job Type Classification: Fixed Term Contract

Location - Country: South Africa

Location - Province: Western Cape

Location - Town / City: Knowledge Park

Job Purpose: Providing first level desktop support, including telephonic, remote, and onsite support (where required) for all BidvestIL hardware, software, and application platforms. Effectively manage sensitive and confidential information in a professional manner at all times.

Qualifications & Experience:

1. Qualifications: A+ N+ Microsoft Certified Desktop Support Technician Qualification, ITIL Foundation training.
2. Experience: Minimum 2 years in a Service Desk environment, and minimum 3 years experience in a first line support or desktop support environment. 5 - 7 years' experience and knowledge in Information Technology.

Key Responsibilities:

1. Provide 1st level support, including Systems and Applications for all BidvestIL End Users.
2. Adhere to Access Request Governance and SOPs.
3. Adhere to IT Procurement Management, and understand role and responsibility.
4. Documentation: Create knowledge articles and other IT Support articles.
5. Administration: Timeous and regular updating of tickets, updating purchase order information.
6. Asset Management: Ensure that all assets are documented and updated on the asset management system.
7. Problem and incident management.
8. Requesting and coordinating vendor support.
9. Provide prompt and accurate feedback to customers.

Proactive customer feedback is essential, therefore strong interpersonal and communication skills are required. Achieve results as per agreed Balanced Score Card. Extensive travel between sites to resolve hardware incidents, and as required due to operational needs. Management and daily operations of the BidvestIL Service Desk where required. Co-ordinate technical escalations for After Hours Standby.

Main Activities:

1. Provide remote 1st level support for all BidvestIL End Users.
2. Documentation: Create knowledge articles and other IT Support articles.
3. Administration: Timeous and regular updating of tickets, updating purchase order information, and asset registers.
4. Understanding of LAN and WAN with basic troubleshooting.
5. Hardware troubleshooting and diagnostics when required.
6. System support of all BidvestIL end users.
7. Manage follow-up and set-up of processes and procedures.
8. Timeous escalation when unable to resolve problems/issues timeously.
9. Patching of network and phones if required due to operational needs.
10. Ensure all logs for equipment and users are maintained.
11. Requesting and coordinating vendor support.
12. Provide prompt and accurate feedback to customers.

Skills and Abilities:

1. Strong organizational, time management, and communication skills.
2. Ability to prioritize, multi-task, and easily adapt to change.
3. Outstanding communication and interpersonal abilities.
4. Strong problem solving and organization skills.
5. Ability to take initiative and work independently.
6. Must meet deadlines, accomplish tasks as agreed upon time structure.
7. Adapt to a fast-paced, demanding environment/information in a professional manner.
8. Ability to effectively manage sensitive and confidential information in a professional manner.
9. Proficient in PC hardware and printer troubleshooting and repair.
10. Proficient in Microsoft desktop operating systems and applications.
11. Customer service oriented.
12. Process driven and attention to detail, a must.
13. Good analytical and problem solving skills.
14. Ability to adhere to procedures.
15. Ability to work independently or in a team.
16. Valid driver's license and own transport.
17. Ability to prioritize conflicting tasks, manage customer expectations, and to pro-actively and timeously escalate to management when potential issues are anticipated.

Policy: Bidvest International Logistics remains committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals.