Technical/SCCM Engineer (EHC384)
Sandton
R28000 – R34000 per month

REQUIREMENTS
ENTRY QUALIFICATIONS
• NQF Level 5
• MCTS 2008
• MCSA 2012
• MCP SCCM 2012
• System Centre Orchestrator
• System Centre Service Manager
• ITIL V3 Foundation
• Kepner Tregoe Advanced
• Intermediate to high level scripting capabilities

KNOWLEDGE & COMPETENCE
• 7 years’ work experience
• Demonstrate solution and service knowledge
• Possess sound knowledge of communications infrastructure and systems
• Demonstrate problem analysis and solution formulation skills
• Demonstrate learning and service orientation
• Demonstrate excellent attention to detail
• Demonstrate proactive management
• Extensive knowledge and experience including configuration and implementation
• Strong general knowledge of networking, IT systems, security, servers and firewalls

What we expect the SCCM Engineer to do:
The SCCM Engineer (L3) is an intermediate to high level position in the EUC/DC/FS engineer job family and is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The SCCM Engineer (L3) focuses on third line support for medium complexity incidents and maintains the Datacentre or End-user Computing environmental and monitoring equipment.

Monitor infrastructure
The SCCM Engineer (L3) ensures that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors
The SCCM Engineer (L3) identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests
The SCCM Engineer (L3) investigates third line support calls assigned to them and identify the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by client procedures.

Incident management
When required The SCCM Engineer (L3) will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required. They update incidents with progress and resolution details.

Shift management
SCCM Engineers (L3) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Reports
The SCCM Engineer (L3) is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations.

Behavioural skills
The SCCM Engineer (L3) is required to strictly comply with all processes and procedures as prescribed by client when relevant. Their ability to communicate well and to capture all pertinent details when required will contribute to their success.