Sandton: EUC Support Desktop Engineers-Sandton posted by First Technology Group

EUC Support Desktop Engineers Role and Responsibilities Able to demonstrate the following: Excellent telephone manner and written communication Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to end users who may often be unhappy Ability to follow predefined procedures and escalate timeously to the PS (Professional services) Manager where required Ability to meet deadlines and complete tasks within SLA timeframes Ability to use knowledge base resources to resolve problems Providing basic training on computer operation and management to end users. Good attitude towards work and colleagues Consistent, prompt delivery of often common or repetitive tasks Strong troubleshooting and skills with a proven methodology – must be able to troubleshoot problems with minimal assistance: Strong Active Directory required for the administration of user accounts and passwords/GP/OU Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet Good understanding of Microsoft Exchange and O365/Azure and general mail requirements VMware/Hyper V Strong Desktop operating system knowledge and troubleshooting Strong Office automation skills and knowledge using N-Central (Nable) Facilitating feedback on current tasks The ability to quickly identify and remediate networking problems within the LAN, WLAN Strong understanding of End User hardware and software The ability to implement/configure/troubleshoot Firewalls, Routers, Switches and APs Ability to manage users by applying good reasoning and logic Project and related tasks Create new Incidents in the Service Desk daily, Troubleshoot, and show descriptive steps taken to resolve along with relevant time entries Collect a predefined set of information for each incident logged Identifying urgency, impact and general timelines of the issue Provide the necessary resolution or escalate for assistance Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified Vendor Management – act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both Ability to provide support to multiple environments Ability to work independently/team Following up on issues and outstanding information Create and update records Attention to detail with scheduled tasks is vital. Research technology changes and be able to motivate technology changes to the Client where necessary Be prepared to perform overtime work and after hours support required Qualifications and Education Requirements Matric is essential A N and relevant Microsoft 0365 certification (Must Have) Bachelors degree in Computer Science or Information Technology Diploma (Beneficial) Preferred Skills Should have proven excellence as Mid-Tier Engineer in another relevant position Excellent communication, both verbal and written Ability to manage Users requests in quick succession Basic understanding of Wide Area Networking Infrastructure Where necessary, ability to resolve a User’s problem first time attention to detail is essential Ability to form customer relationships remotely