Support Engineer (ATM) CPT EE

Support Engineer (ATM) - CPT - EEIT - Support
Cape Town - Western Cape

ENVIRONMENT:

A strong technical Support Engineer is sought to complement the growing ATM Support requirement of a dynamic Internet Service & Network Specialist. You will provide 2nd Line End User Computing Support, Call Handling / ITIL processes, aid with Incident Management and confirm call resolution with End User before resolving of the call on HEAT. The ideal candidate must have Matric/Grade 12, an A+ or N+/MCSE or tertiary IT qualification and a proven track record of completed HPE/Lenovo Service Qualifications. You also need 3+ years work experience delivering End User Computing Support Services in a customer environment with proficiency in Win10/Office 365, AD & GPO and proven experience supporting Printer Support MFP Fleet and consumables.

DUTIES:

• 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.

REQUIREMENTS:

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 Drivers License and own reliable transport as travelling is a requirement.

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-users.
• Must be able to work independently.
• Able to cope under pressure.
• Strong attention to detail.
• Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.

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