End-User Support Engineer X2 at Auditor-General of South Africa

Roles & Responsibilities

Strategic Function

• Support the implementation of the centre Balance Score Card (BSC) initiatives.

Product Management

Desktop Support

• Initial setup of desktop computers with application software of the AGSA.
• Configure desktop computers on the AGSA network for email access and printing capabilities. Create images of different desktop platforms for ease of future installations (Windows, macOS, etc.).
• Maintain images of desktops with all updated AGSA software as and required.
• Provide post-implementation support for desktop computers in response to Service Desk calls:
• Reinstallation of software on desktop computers
• Troubleshoot and resolve faults. Repairs where applicable
• Redirect calls to vendor according to contract SLA agreements

Notebook support

• Initial setup of notebook computers with application software of the AGSA.
• Setup of notebook computers on AGSA network for users to access AG’s network to be able to receive email and do printing.
• Create images of different notebook platforms for ease of future installations.
• Maintain images of notebook computers with all updated AGSA software as required.
• After implementation support of notebook computers according to Service Desk calls
• Reinstallation of software on notebook computers
• Fault finding and fixing
• Repairs where applicable redirect calls to vendor according to contract SLA agreements

Tablet & mobile phone Support

• Creation of AGSA universal image for the tablets.
• Design and management of Apple/Windows tablet enterprise security feature set,
• Support of all AGSA tablets
• Installation of all AGSA approved software
• Manage security protocols for Apple and Windows products.
• Troubleshoot and repair all AGSA tablets. 3rd Party call management until resolution
• Innovative approaches to develop contingency plans.
• Provide telephonic and remote support.
• Backend management of licensing, compliance and adherence to AGSA operational standards of all tablets.
• Design and management of AGSA mobile phones for network access.
• Configure and maintain email, mobile printing, and ERP access on mobile devices.

Printers Support

• Installation of local and network printers for users according to calls logged on Service Desk.
• Setup of printers using printer drivers and operating system software.
• Maintain printer driver database to support all printers deployed in AGSA

Software Support (includes Teammate Support)

• Update of images for notebooks and desktops and distribute to support companies and Teammate support staff in regions.
• Support users with any software related calls logged on Service Desk.
• Develop and maintain scripts for automating deployment, updates, and troubleshooting for end-user devices, ensuring operational efficiency.
• Support and manage virtual desktop infrastructure and cloud-based management tools like Microsoft Intune for provisioning, configuring, and managing end-user devices.

Other ICT support

• Provide ICT support during AGSA events such as conferences, inductions, and PeopleSoft training.
• Provide support with Security and Data Voice when required.
• Participating in disaster recovery (DR) planning and testing, ensuring rapid recovery of end-user devices in the event of a failure.
• Stay updated with industry trends and pursue relevant certifications (e.g., Microsoft, Apple, CompTIA) to ensure proficiency with the latest end-user technologies.
• Research support software and hardware as determined by ICT support consultant.
• Manage and monitor endpoint security using tools like Endpoint Detection and Response (EDR), ensuring compliance with Zero Trust Architecture and AGSA security protocols.
• Perform tasks as part of a project team according to the project schedules
• Provide support for collaboration tools such as Microsoft Teams, SharePoint, and OneDrive to ensure seamless communication and collaboration.
• Provide information to management relating to ICT section’s hardware and software environment for asset verification purposes.
• Ensure that all required forms are completed and filed which relate to asset transfers and securely filed and stored.

Stakeholder Management

• Maintain effective relations with both internal and external stakeholders.
• Build collaborative relationships with internal and relevant stakeholders.
• Support initiatives of sharing insights, risks and experiences.
• Manage the feedback process to stakeholders by tracking all queries received, getting the relevant information and formulating appropriate responses according to the approved protocol.
• Ensure a seamless end-user experience by proactively identifying and resolving pain points, optimising device performance, and facilitating feedback loops

People Management

• Manage own performance to drive productivity.
• Participate and/or take lead in the business unit transformation/culture plans.
• Provide support to the management team with regard to centre management and other people related tasks.

Financial and Operational Management

• Ensure compliance to AGSA policies and procedures.
• Ensure compliance with internal processes and procedures.
• Manage supply chain processes within scope of work.

Other responsibilities (Applicable to All JD’s)

• Perform and/or manage other projects, tasks and assignments not stipulated on the Job description as and when required.

Skills, Experience & Education

• This position requires a minimum qualification of a National Diploma (NQF Level 6) in Information Technology

Experience

Minimum 3 years’ experience in any of the IT areas below:

• Desktop Support
• Notebook Support
• Printer Support
• Microsoft Application Software support
• Microsoft Operating Systems support
• Basic network support
• Basic ICT security support