EUS: Support Engineer II at Nedbank

Job Purpose

To implement; maintain and innovate a fully functional End User Support environment; inclusive of all EUS (End User Support) IT hardware and software; whilst attaining a maximum uptime and adhering to Nedbank IT policies; procedures and standards

Job Responsibilities

• Conduct Level 1 and level 2 problem management when analysing issues. Optimise performance tuning PC's by the use of standard operating procedures and processes.Assist end users with multimedia support as well as execute per standard operating procedures.
• Provide support for installed system and application software per standard operating procedures (SOP).
• Execute Disaster Recovery Plan (DRP); by adhering to relevant standards; policies and procedures.
• Maintain a lean office environment i.e. computer room ;office; storeroom; cabling; etc at both workstations and in network rooms by complying to Health and Safety Standards.Execute any task (eg: data encryption) per standard operating procedures (SOP).
• Provide advice regarding non adherence to policies; processes and procedure (level 1 level 2) through regular end user engagement.
• Conduct operating system support by applying standards and processes.
• Conduct 1st line support through the provisioning of site dependant tasks as negotiated.
• Ensure accurate reporting through capturing of activities in support of MIS (productivity + vendor MIS; daily; weekly; monthly). Install and configure new and redeployed hardware as well as software per standard operating procedures (SOP).Ensure Nedbank IT standards are met when connecting devices to network and / or workstation.Action additional software requirements through client engagement.
• Conduct the moving of relevant information technology equipment.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: Staff surveys etc).
• Achieve business strategy (eg: training/awareness on digital forensic examination to external parties on pro bono basis) by participating and supporting corporate social responsibility initiatives.
• Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools; policies and procedures to add value to Nedbank.
• Add value to Nedbank by supporting the implementation of new processes; policies and systems.
• Deliver all targets by ensuring all assigned work task are completed according to agreed time lines and due dates.
• Ensure clients purchase the correct assets by providingguidance to client in term of best options available.
• Ensure work standards and quality by conducting all assigned tasks according to requirements; due dates and assigned targets. Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
• Understand and embrace the Nedbank vision and values by demonstrating the values through interaction with team and stakeholders.
• Contribute to the achievement of team goals by ensuring that own contribution and participation.
• Create and manage own career through guidance and support of management; department and colleagues.Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring that all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure knowledge management; continuity and team success through constructive participation in a diverse team and by sharing knowledge with team.
• Understand and consistently meet client needs by assisting clients through first line support.
• Ensure client requests are completed within agreed timelines by providing feedback and updating team leader and senior staff on all request completed.

Key Responsibilities

• Manage internal process
• Provide Level 1, 2 and 3 Operating system support
• Manage Transformation and Innovation
• Establish regulatory monitoring
• Develop and Implement Communications Strategy

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• CompTIA A+ , CompTia N+, MCSE

Essential Certifications

• Microsoft Diploma/ Certificate or in process of obtaining. MCDST or equivalent

Minimum Experience Level

• 2-3 years IT experience / Formalised MCSD/MCSE
• 3-5 years end user support

Skills (Technologies, systems or software knowledge etc.):

• Multiple operating system
• Basic Computer Concepts
• Relevant Software and Systems knowledge

Technical / Professional Knowledge

• Administrative procedures and systems
• Data analysis
• Microsoft Office
• Business writing skills
• Relevant regulatory, compliance and risk legislation
• Multiple operating system
• Basic computer concepts
• Microsoft Office Products
• Computer Hardware & Software
• Windows operating system

Behavioural Competencies

• Applied Learning
• Collaborating
• Customer Focus
• Initiating Action
• Work Standards
• Managing Work