Technology Support Engineer

Visa Hunt; South Africa; Hybrid; ZAR 240,000 - 480,000; Full time

Job summary

Visa Hunt is seeking an experienced IT Service Desk professional to support Windows/O365, hardware devices, SCCM, Remedy and related IT services. The role involves on-site and remote support, mentoring junior engineers, and providing high levels of customer service in a 24x7 global environment.

You will manage assets, assist with imaging and patching, and respond to incidents across both Windows and Mac environments, while following established IT SOPs.

Qualifications

• Provide constant outstanding customer service.
• Actively seeks to understand client circumstances, problems, expectations and needs, while resolving problems quickly.
• Monitor and answer technical questions addressed to the security team.
• Engaging customers and stakeholders at leadership levels.
• Show Initiative / Innovation.
• Has a long-term focus and does not wait until having to respond to a demand.
• Takes an active involvement in problem resolution and, where necessary, works after hours to ensure that issues are resolved.
• Problems and opportunities are anticipated and dealt with immediately.
• At least five (5) years of hands-on experience supporting IT hardware, software, network services in an IT Service Center/Help Desk environment.
• Financial software support experience.
• Problem investigation and solving.
• Linux experience.
• Experience and understanding of LANs, network protocols, including IP addressing is necessary.
• Ability to operate independently where appropriate yet understand when to escrow issues and how to establish effective working relationships in a team.
• Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.
• Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
• Helpdesk / call center experience (Remedy knowledge an advantage).
• Assist Administrator with all related Desktop technology Asset management.
• Meetings and meeting room support.
• Technology Device support: Dell, Mac.
• Scripting; PowerShell.
• At least three (3) years of experience with a Desktop Management system (SCCM, etc.).
• Analyzing abilities, and trouble shooting skills.
• 2-way authentication support & troubleshooting.
• Documentation and report writing. For example, build documents.
• BI report creation.
• Kiosks support.
• Portal support.
• Deepfreeze.
• Info screens support.
• MS Office Suite support communication.
• Star Leaf support.
• Exposure and a good understanding of established IT policies, and procedures.
• Exposure to and a good understanding of Audits.
• Exposure to and a good understanding of Vendor management.
• Remote, off-site office support.
• Ability to coach and mentor junior engineers.
• Documentation, Time Management, Stress Management and Self-Awareness courses advantageous.
• Promotion process overview advantageous.

Responsibilities

• Assist with the administration of the desktop management tool Microsoft SCCM on patches, inventory, image, and software license management.
• Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.
• Follow all established IT SOPs, policies, and procedures.
• Maintain the Remedy ticketing system by resolving tickets in line with relevant SLAs and according to company policies and procedures.
• Mentor and train IT Service Desk, Level 1 Engineers.
• Clearly and concisely communicate with staff both orally and in written form.
• Perform day-to-day duties and responsibilities with a high-level of customer service.
• Provide AD account administration.
• Provide management support for various print devices including network connected multi-function printers and Distribution printers that are critical to core business operations.
• Provide O365 Cloud support.
• Provide support and resolutions for internal customers, working both remotely and on-site with hardware, software and other essential business systems as related to issues assigned in a mixed Microsoft and Mac Environment.
• Respond to, maintain, and manage our various meeting locations computer hardware, video conferencing solutions, as well as the Online collaboration tools that are available to employees e.g., Confluence
• Support users through remote access
• Accurately manages assets related to daily functions
• Be online for days on a rotating roster shift, as part of a team providing 24x7 global support

Skills

Customer service

Technical support

Remote support

LAN / IP basics

SCCM

PowerShell

Remedy

Documentation

Time management

Team mentorship

Tools

SCCM

Remedy

Office 365

PowerShell

VMware

Job description

Minimum Requirements:

• Microsoft Windows O\\S course and exams


• Base certification N+, A+


• Apple Certified Support Professional (ACSP) beneficial


• System Center Configuration Manager (SCCM) course and exam beneficial


• Microsoft applications O365 suite


• Fundamental course in AI - BOT solutions beneficial


• PowerShell course completion beneficial


• Fundamental Networking course (CCNA preferred) beneficial


• Fundamental call logging system course: Remedy (BMC)


• Visualization course (VMware, Hyper-V) beneficial


• Deepfreeze Fundamentals beneficial


• Mobile device testing solution, preferably Sauce labs


• Device course and certified: Dell


• Cloud course and certified, Microsoft Azure Fundamentals beneficial


• Troubleshooting course, preferably Kepner-Tregoe beneficial

Skills, Requirements Abilities, Knowledge:

• Provide Constant Outstanding Customer Service


• Makes clients and their needs a primary focus of one's actions and attention, while developing / maintaining productive client relationships.


• Actively seeks to understand client circumstances, problems, expectations and needs, while resolving problems quickly.


• Monitor and answer technical questions addressed to the security team


• Engaging customers and stakeholders at leadership levels


• Show Initiative / Innovation


• Has a long-term focus and does not wait until having to respond to a demand


• Takes an active involvement in problem resolution and, where necessary, works after hours to ensure that issues are resolved


• Problems and opportunities are anticipated and dealt with immediately


• At least five (5) years of hands‑on experience supporting IT hardware, software, network services in an IT Service Center/Help Desk environment and or an equivalent combination of education and experience in an IT Service Center/Help Desk environment


• Financial software support experience


• Problem investigation and solving


• Linux experience


• Experience and understanding of LANs, network protocols, including IP addressing is necessary.


• Ability to operate independently where appropriate yet understand when to escrow issues and how to establish effective working relationships in a team


• Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.


• Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively
  learning from teammates


• Helpdesk / call center experience (Remedy knowledge an advantage)


• Assist Administrator with all related Desktop technology Asset management


• Meetings and meeting room support


• Technology Device support: Dell, Mac


• Scripting; PowerShell


• At least three (3) years of experience with a Desktop Management system (SCCM, etc.)


• Analyzing abilities, and trouble shooting skills


• 2-way authentication support & troubleshooting


• Documentation and report writing. For example, build documents


• BI report creation


• Kiosks support


• Portal support


• Deepfreeze


• Info screens support


• MS Office Suite support communication


• Star Leaf support


• Exposure and a good understanding of established IT policies, and procedures


• Exposure to and a good understanding of Audits


• Exposure to and a good understanding of Vendor management


• Remote, off-site office support


• Ability to coach and mentor junior engineers


• Documentation, Time Management, Stress Management and Self-Awareness courses advantageous


• Promotion process overview advantageous

Responsibilities:

• Assist with the administration of the desktop management tool Microsoft SCCM on patches, inventory, image, and software license management.


• Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.


• Follow all established IT SOPs, policies, and procedures.


• Maintain the Remedy ticketing system by resolving tickets in line with relevant SLAs and according to company policies and procedures.


• Mentor and train IT Service Desk, Level 1 Engineers.


• Clearly and concisely communicate with staff both orally and in written form.


• Perform day-to-day duties and responsibilities with a high-level of customer service.


• Provide AD account administration.


• Provide management support for various print devices including network connected multi-function printers and Distribution printers that are critical to core business operations.


• Provide O365 Cloud support.


• Provide support and resolutions for internal customers, working both remotely and on-site with hardware, software and other essential business systems as related to issues assigned in a mixed Microsoft and Mac Environment.


• Respond to, maintain, and manage our various meeting locations computer hardware, video conferencing solutions, as well as the Online collaboration tools that are available to employees e.g., Confluence


• Support users through remote access


• Accurately manages assets related to daily functions


• Be online for days on a rotating roster shift, as part of a team providing 24x7 global support

Originally posted on Himalayas