Desktop Support Engineer in Johannesburg at Logicalis

ROLE RESPONSIBILITIES:

• Take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Actively seek to improve and grow own skills and that of the Customer Services team
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Fixes to be documented as knowledge articles.
• Create\review knowledge articles to ensure FCR can be done
• Proactively identify, plan, and remediate any vulnerabilities on the client’s desktop estate using the chosen VLM tool.
• Application Deployments/updates to be performed to the desktop/laptop estate
• Follow the escalation matrix if any devices or vulnerabilities are outside of Desktop Support scope (Servers and Network equipment and GPO’s)

DELIVERY RESPONSIBILITIES:

• Onsite desktop related support at customer locations.
• Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
• Work and travel onsite to the customer locations.
• Escalating calls to senior engineers or management as appropriate, using the required escalation matrix
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics.
• Implement routine Change Requests.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.
• Adhere to delivery of standard reporting packs.
• Oversee the coordination of security incident response
• Perform recurring and on-demand scanning of organization systems and cloud environments
• Resolve information security incidents
• Maintain documentation regarding threat management, including policies and procedures
• Assist technology teams to develop, implement, and automate security solutions
• Improve and automate existing vulnerability management systems
• Research and assess emerging security threats and vulnerabilities
• Provide technical support for vulnerability management projects
• Communicate the risks of identified vulnerabilities and recommend security controls to mitigate them

KEY PERFORMANCE INDICATORS:

KPI’s

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

• 3 years in the Customer Service industry with direct input into a technical environment performing desktop support.
• Great knowledge in supporting network infrastructure (Routers, switches, firewalls etc)
• Advanced working knowledge of MS Office & Windows 10/11 and Office 365 products
• Experience in troubleshooting and administering Video conferencing equipment.
• Experience of configuring, troubleshooting, and administering office printers.  
• Good understanding of General IT equipment e.g., Desktops, Applications, Servers, Switch, routers etc.
• Experience in performing VIP Desktop support.
• 1 Year experience in Vulnerability and Lifecycle Management (recommended)
• 1 Year experience in application packaging and Patch Management using SCCM (recommended)
• Setting up Deployment groups and ADR’s in SCCM

QUALIFICATIONS:

• Graduate or qualified by experience.
• A+ / N+
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Endpoint Administrator Associate
• Managing SCCM
• Qualys Vulnerability Management