Manage and resolve all calls placed for the Rent works Back Office environment. Ensure service levels are met for all logged calls by managing vendors and service providers, to ensure compliance to the Service level Agreement (SLA).

Main Responsibilities / Tasks

Troubleshoot, manage and resolve all Back Office/Desktop calls

Responsible for all Back Office related projects.

Application of change controls for all events/upgraded to live/operational elements

; Escalation Engineer for desktop issues.

Do all Back Office related administration, including procurement of equipment.

Ensure daily task lists are completed and reports completed

; Daily reporting for client

; Monthly SLA reporting

General office duties

; Report status to management

Identifying problems and bringing them to the manager attention

Working effectively as part of a team and seeks to support the team goals

; Breading own technical, functional, and industry knowledge

Performing related work and ad-hoc duties as required

; Must be able to work with Executives and Management.



Job Requirements Formal Qualifications Required

-Matric/Grade 12

Essential

Appropriate tertiary qualifications, related to technical I.T environments

Essential

-MCSE/MCITP

Job Related Experience Required; Time Span

-Windows Server 2008, 2012 / Hyper-V -Expert

3 - 5 Years

Essential

-Exchange Server 2010 - Expert

3 - 5 Years;

Essential

-SQL Server - Expert

3 - 3 Years

Essential

ISA/TMG - Expert

3 - 5 Years

Essential

-Dell Equal Logic storage devices;

3 - 5 Years

Essential

-Arc serve- Expert

1 - 3 Years

Essential

-Anti-virus software

1 - 3 Years

Essential

-Cisco/Dell switches;

1 -3 Years

Desirable

-Land/Wan, troubleshooting routers, switch technology;

3 -5 Years

Essential

-Disaster Recovery Technologies

1 - 3 years

Desirable

-Sap Knowledge

1 -2 years

Essential

Job Related Knowledge Required

Service quality orientated

Essential

-Process and procedure driven.

Essential

-Patient and diplomatic

Essential

-Customer focused. Essential

-Excellent telephone manner

Essential

-Ability to follow instructions.

Essential

-Team player

Essential

Job Related Skills Required

-Troubleshooting skills in Back Office technologies

Essential

-Analytical skills root cause analysis.

Essential

-Time management skills

Essential

-Effective stress management skills

Essential

-Communication skills (oral and written)

Essential

Competencies

-Adaptability

-Buildin g Customer Loyalty

-Building a successful team

-Building strategic working relationships

-Coaching

-Communication

-Continuous Learning

-Contributing to team success

-Customer Focus

-Decision Making

-Delegating Responsibility

-Developing Others

-Follow up

-Initiative

-Innovation

-Managing Conflict

-Negotiation

-Planning and Organising

-Quality Orientation

-Stress Tolerance

-Tenacity

-Time Management