Firstline Support Engineer L2 (KZN) at SBV Services (Pty) Ltd.

Description

Technical implementation in own area

• Provide a first point of contact and support for all technical issues and faults via email, telephone, in -person, or remote support.
• Conduct a full and thorough diagnostic with end users to enable first-time resolution or escalate to the correct resolver group.
• Resolve user tickets within defined service level (SLA) agreements, and keep users informed throughout the lifecycle of a ticket.
• Monitor and update calls logged through the Service Desk proactively in accordance with the service requirements and update the call logging systems with incidents and service requests.
• Take ownership of incidents assigned and ensure coordination and communication with relevant stakeholders to resolve such incidents.
• Perform general and technical troubleshooting of all software, hardware and peripherals utilised by the organization.
• Responsible for installing, maintaining, and supporting hardware, software, and systems.
• Upgrade workstations, laptops, and other hardware in accordance with existing maintenance contracts.
• Swap out existing workstations, switches, notebooks, printers, monitors, and any other physical components during service restoration.
• Perform and maintain builds of new workstations in line with SBV desktop management principles.
• Capture, report, and analyze support tickets and problems that arise.
• Uphold license 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.

Execute Analysis and Design Activities

• Provide technical assistance for ad hoc IT projects and planned maintenance tasks.
• Provide first-line support and diagnostics for a wide range of hardware, software, integration, and security components.
• Configure, install, and maintain security software, service packs and patches on laptops and desktops.
• Monitor installed software on all PCs to ensure they run on approved software and applications.
• Maintain compliance with software installation specifications and ensure hardware is installed in accordance with predefined specifications.

Quality

• Utilize a variety of monitoring tools, both offensive and defensive, to monitor systems and software proactively and constantly.
• Proactively address common support challenges by identifying and raising repeat system issues with the 2nd Line support team.
• Conduct regular reviews of the assigned infrastructure to ensure that it is configured, installed, tested, and operational.
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
• Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Risk

• Assure that incident resolution and recovery follow relevant processes and SLAs.
• Maintain standard operating procedures, quality control protocols, and security protocols.
• Comply with all Service Desk processes and client-specific procedures.
• Comply with all company policies and procedures, i.e. prevent unauthorised access.
• Comply with security policies and administer user profiles and access rights
• Adhere to the Call Lifecycle Management Processes and Procedures.

Customer management

• Foster professional and positive engagement with users and speedy resolution of 1st line application support queries.
• Effectively handover at the start and end of each shift, ensuring that no incidents are dropped, neglected or poorly managed.
• Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by SBV procedures.
• Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
• Provide excellent customer service for all incidents assigned.

Effective teamwork and self-management

• Train, mentor, and provide guidance to Level 1 First Line Support Engineers.
• Maintain good time management to handle several projects at once.
• Plan and prioritise competing demands, demonstrating the ability to manage them
• Protect and maintain the confidentiality of critical business systems and data
• Adhere to SBV's development standards and principles.
• Stay abreast of industry and technological changes and trends within own area of expertise.

Live the organization culture within one’s centre

• Live the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission

Requirements

• 5 years of experience within an ICT environment, of which:
• 3 years of experience working on technical hardware and software
• 2 years of experience working with various cloud service management tools
• Good understanding of software from installation and configuration through to integration, security, and licensing

Requirements: Education

• National Diploma in Information Technology
• Degree in Information Technology Management, Computer Science (Advantageous)
• Latest Microsoft MCSE certification
• ITIL V3 Foundations (Advantageous)
• Network related certificate (Advantageous)