First Line Engineer at SBV Services (Pty) Ltd.

• SBV seeks a Fist Line Support Engineer who will be responsible for providing technical support with regards to resolving incidents, requests, events, backups and alerts from various polling and management tools, as well as assisting with application and Desktop related queries. Responsible for adhering to Operational Level Agreements to maintain and improve customer experience and Service Level Agreements.

Provide First Level Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.

• Answer support queries either onsite, telephonically or via email
• Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application (Assign to the correct resolver group if unable to resolve the problem).
• Provide physical first level support and diagnostics, assisting second Level Expert’s and third Level Experts
• Administer user profiles and access rights.
• Handle assigned incidents effectively and efficiently.
• Check that call classification matches the call description.
• A detailed activity history must be entered into each call.
• Capture customer requests from varied inbound sources into the SBV Call management system.
• Issue users with a reference number for every incident logged.
• When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
• Update the call at least once a day with all correspondences and actions, to maintain a complete audit trail for future reference.
• Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.
• Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action.
• Troubleshoot and support users in respect of hardware and software.
• Support users in the use of company authorized software and applications support e.g. MS Office.
•  Assists with installation of printers and general support activities.
• Maintain planned maintenance schedule of all peripherals e.g. printers and scanners.
• Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment.
• Maintain network diagram and provide desktop Support to all SBV Users as required.
• Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
• Co-ordinate, install, set up and complete departmental moves with regards to IT equipment.
• Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration.
• Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts.
• Build new workstations, laptops, printers and any other required hardware configuration.
• Fulfil the role of SDA whilst on a shift rotation.  

Assist with the Installation, Maintenance and Management of All Related Software and Hardware   

• Configure, set up and implement the relevant software on all PC’s and workstations (including virus software).
• Upgrade and maintain end-user software versions and equipment.
• Implement regular service packs and patches of all operating systems and associated software on desktops.
• Install, maintain and monitor virus software, download and implement updates on a regular basis.
•  Monitor installed software to check that approved software and applications are installed on PC’s, including operating systems.
• Apply prescribed standards consistently when installing software e.g. regional setting, language settings etc.

Adhere to the Relevant Policies and Procedures 

• Apply best practice guidelines and policies, as defined by SBV e.g. follows predefined configurations.
• Adhere to all Service Desk and Client specific processes.
• Comply with all company policies and procedures i.e. will not provide unauthorised access to users.
• Administer user profiles and access rights and comply with security policies.
• Adhere to the Call Lifecycle Management Processes and Procedures.

Create and Maintain Relevant Registers and Reports 

• Establish and maintain licensing register.
• Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
• Maintain register of all PC’s and associated software.
• Create and present progress reports to management as required.

Provide Professional and Efficient Communication to All Internal and External Stakeholders 

• Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed.
• Provide excellent service with regards to assigned incidents.
• Communicate with relevant stakeholders in a professional and efficient manner.
• Support and encourage effective teamwork.
• Provide remote support to the Second Level Expert‘s.
• Respond to phone and email queries in a professional manner.
• Maintain customer-focus.

Requirements

Minimum Requirements: Work Experience

3 years’ relevant experience within an IT Support environment, of which:

• 2 years’ experience within a networking support, software and hardware support environment, and
• 1 year experience within a call centre or service desk environment (Advantageous)
• 5 years’ experience supporting the following Microsoft technologies: Microsoft Operating systems (OS) e.g. Windows, Windows 7, Microsoft Office (Word, Excel, Outlook, Access, Projects, PowerPoint, etc.  

Minimum Requirements: Education

• The latest Microsoft MCSE qualification.
• Must be able to use all Microsoft Office applications
• National Diploma in IT/ BSc in IT (Advantageous)
• Network related certificate (Advantageous)
• ITIL V3 Foundations (Advantageous)
• IT related Degree (Advantageous)