DESKTOP ENGINEER - BRYANSTON

Please only apply for this position if you meet the minimum requirements

Area: Bryanston
Salary: R 14 000 to R 17 000 pm

JOB PURPOSE / OVERVIEW:
The Desktop Engineer is responsible for providing day to day support on all internal hardware and software products within the scope of work of the role.

REQUIREMENTS:
• Minimum 3 years related or experience
• At last 2 years’ experience in a Winter/Apple Mac desktop support environment
• A+
• ACMT Certification preferred (Apple certified Macintosh technician)
• MCTP: Enterprise Desktop Administrator and or Support Technician on Windows 7 : preferred
• Any experience in Avaya, NICE would be an advantage. (This is advantageous as training will be provided

SKILLS:
• Attention to detail
• Technical expertise
• Ability to solve problems
• Strong planning and organising skills
• Pro active
• Excellent communication skills
• Able to cope in a fast paced environment

KEY PERFORMANCE AREAS:
Query Resolution
• Develops and maintains a professional working relationship with the client on behalf of The Client.
• Resolves all calls logged by the call centre agents and Back Office staff, relating to desktop issues and ensuring done within SLA.
• Escalates calls to the relative parties.
• Installs Windows and Apple Desktop and Windows Server Platforms.
• Confirms Call resolution with client before resolving of the call on the IT Service Management System.
• Retrieves calls emanating from the Business unit on NICE or other voice loggers where applicable.
• Investigates and reports on incidents relating to server, desktop and telephony queries and systems.
• Liaises with 3rd party vendors and 2nd line support to resolve escalated and problems and queries.

Standard Adherence
• Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.
• Comply to The Client accepted ITIL based Industry best practices.

Administration
• Complete daily morning checks on all managed information technology platforms and systems working towards consistent availability.
• Maintains service and quality levels according to The Client’ business standards, processes and procedures.
• Documents Standard Operating procedures and Work Instruction processes relating to client specific systems.
• Manages the client’s expectations with regards to break-fix calls and service requests.

Applicants unable to show evidence of relevant experience and qualifications will not be considered.
This is not an entry level or developmental position.