Desktop Support Engineer (2nd and 3rd line)
3 month contract

Technical skills and Qualifications

• Strong knowledge of Win7, Active Directory and Exchange essential- Expert in troubleshooting accounts in Active Directory- creating distribution lists, global contacts in Exchange, etc.
• Good understanding and experience working with Hyper-V..
• Strong working knowledge of industry standard desktop imaging and packaging.
• Strong understanding of trading platforms would be advantageous.
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor technical support.
• Strong knowledge of Microsoft Office 2010 required. Knowledge of Visio, MS Projects a plus.
• Working knowledge of networking routers, firewalls, switches such as Cisco, Citrix, VPN, and Riverbed appliances.
• Working knowledge of spyware/malware removal tools and techniques.
• Working knowledge of BES a plus (add, remove, reactivate, migrate users etc.)

Key Relationships

• Internal IT Teams (Escalation)
• Business users
• Third party vendors

Experience

• 5 plus years’ experience in providing Desktop IT Support with-in a high pressure environment.
• Financial services trading floor desktop support experience would be advantageous

Ability to demonstrate the following:

• Strong communication and customer service skills across all levels of an organization. Proven ability to support end users on all levels, as well as collaborate with all levels of IT staff.
• Demonstrated ability to work independently and exercise strong technical and business judgment in mission critical IT support functions with-in financial services trading environments.
• Strong diagnostic/ troubleshooting skills must have an abiding curiosity and interest in IT.
• Driven to provide superior support. Demonstrated a true ownership mentality to service and problem resolution.
• Ability to be on-call on a scheduled basis; or as sometimes required work long hours to resolve client issues.
• Be able to travel at very short notice to any and all countries in Africa.

Duties / Areas of Responsibility
The position will involve but is not limited to the following areas of responsibility:

• Diagnose and resolve technical issues.
• Escalate IT issues to the Regional Desktop Support Manager where necessary
• Responsible for managing Johannesburg Inventory and Stock control.
• Provide remote support to users in other regions.
• Undertake small to medium-sized IT projects as instructed by the Regional Desktop Support Manager.
• Provide desktop and server support throughout Africa.
• Support and maintain MS Server/Desktops and MS Exchange
• Setting up and configuring new laptops and desktops in line with business expectations
• Adhere and actively work to maintaining global IT standards
• Provide effective user training and new user inductions.
• Install and troubleshoot authorised software on laptops and desktops
• Ensuring security and upgrades are applied and kept up to date on desktops and laptops
• Antivirus installation on all desktops and laptops
• Responsible for logging and tracking warranty repairs on all Desktops and Laptops
• Reporting faults and maintaining records on server and site outages.
• Completing internal user/desk moves including peripherals and printers.
• Patching of network and phones
• Ensuring neat and well maintained Desks, Meeting, patch and server rooms.
• Ensure all IT equipment in meeting rooms are neat and functional state.
• Complete daily site checks
• Submit weekly reports to the Regional Desktop Support Manager.
• Purchasing of IT hardware/software.
• Ensuring all software purchased and installed is recorded and maintained.
• Exchange server mailbox maintenance including archiving mailboxes.
• Providing basic support and troubleshooting on APC and related power equipment
   

The successful applicant will provide effective IT assistance across all aspects of the business and will provide back up and support to the Regional Desktop Support Manager. The successful applicant is responsible for supporting and maintaining of all IT-related hardware/software across the African region with a primary focus on the Johannesburg office as well as Supporting and assisting in the maintenance of all IT Infrastructures. The position provides exposure to a broad range of IT-related projects and activities.

The Position
The successful applicant will need to provide effective IT assistance across all aspects of the business and will provide back up and support to the Regional Desktop Support Manager. The successful applicant is responsible for supporting and maintaining of all IT-related hardware/software across the African region with a primary focus on the Johannesburg office as well as Supporting and assisting in the maintenance of all IT Infrastructures. The position provides exposure to a broad range of IT-related projects and activities.