Infrastructure And Systems Support Engineer at Nando's

Purpose Statement

• The Infrastructure and Systems Support Engineer resolves desktop and server support service requests, troubleshoots computer- and application-related issues, and participates in IT projects for CK and regional offices in South Africa.

Minimum Requirements:

• Diploma or equivalent NQF Level 5 qualification (Computer Science, information systems)
• Microsoft Certification MCSE (Required)
• 3 – 5 years’ experience as an Infrastructure Support Engineer specifically Microsoft and O365 Applications
• A Valid Driver’s License

Details Knowledge:

• Knowledge of Microsoft Operating Systems, Office Suite, applications and Microsoft Active Directory (Advanced)
• Knowledge of IT hardware and software (Advanced)
• Knowledge of network troubleshooting (Intermediate)
• Knowledge of mobile phone and tablet administration (Intermediate)
• Knowledge of Disaster Recovery (Intermediate)
• Knowledge of basic networking, patch panels, switches, routers, cable routing, and other network related devices (Intermediate)
• Ability to deploy, maintain, upgrade and troubleshoot laptops, and workstation hardware and software (Advanced)
• Ability to handle multiple tasks at the same time and effectively prioritise (Advanced)
• Knowledge of Backup Applications and troubleshooting on these applications (Intermediate)
• Knowledge of Project Management.

Hardware and Software Installation and Maintenance:

• Install, configure, test and troubleshoot software configuration issues for desktop computers, laptops, notebooks, tablets and mobile phones
• Load, upgrade and support appropriate software packages such as Microsoft operating systems, networking components and Microsoft Office applications
• Install hardware and peripheral components such as monitors, keyboards, printers and disk drives
• Perform general preventative maintenance and remedial repairs on computers, laptops, printers and any other authorised equipment in accordance with specified warranty requirements
• Test and maintain computer systems and peripheral equipment in order to ensure correct operation, prevent service interruptions and support local area networks (LAN)
• Ensure that desktop computers connect with all relevant systems, including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
• Remain informed on recent upgrades, security patches and required system scans
• Retrieve and recover data from failed or damaged hard drives using the relevant data recovery software and tools
• Provide basic LAN or WAN support
• Support technology- related equipment such as projectors and audio-visual equipment
• Maintain records of all hardware, software and network inventory, including the return of defective equipment or parts
• Maintain and re-stock the assigned parts inventory to ensure the correct levels for spare parts
• Ensure patching is maintained and up-to-date on all desktop computers, laptops, and notebooks.
• Ensure Anti-Virus is maintained and u-to-date on all desktop computers, laptops, and notebooks.
• Assist with meeting room IT requirements
• Troubleshoot Active Directory accounts (Users, Groups, etc.)

User Support Training:

• Provide technical 1st level and 2nd level hardware and software support for end users
• Respond to all in-person, telephonic and email inquiries regarding incidents or service requests
• Analyse, diagnose and resolve complex desktop, laptop and peripheral equipment issues for users in a timely and professional manner and according to the current Service Level Agreement
• Log and track all issues in the ticketing system and communicate with users regarding the status and resolution of requests
• Escalate urgent and unresolved tickets to the relevant parties
• Work with vendor support contacts when necessary in order to resolve technical issues
• Participate in afterhours support and on call rotation as required
• Analyse incoming calls, issues and support requests in order to identify trends
• Participate in creating and improving the procedures for desktop support
• Work with the Learning and Development department to conduct user training as required
• Brief new Nandocas on the relevant technical services, including operating systems, email, MS Office and local network procedures
• Perform checks and basic administration on servers.

Compliance and Governance:

• Comply with all electronic and physical security procedures and standards
• Implement Nando’s information security policies and procedures
• Monitor adherence to Nando’s technology standards, policies and procedures
• Follow and adhere to established government regulations and procedures for handling, removing, disposing and shipping of storage of information
• Follow standard help desk procedures, including the logging of issues
• Suggest modifications and additions to desktop standards and guidelines

Records Management and Reporting:

• Maintain all IT records and track for their area of responsibility and provide managers and users with regular updates as well as any relevant status and progress information
• Maintain a record of all inquiries from the initial call to incident resolution and provide the necessary information and documentation for issues that require escalation
• Prepare and maintain records of assigned work orders and work performed, including inserting and updating computerised service tickets
• Create and maintain documentation for all support processes
• Complete the relevant documentation for in-house hardware and software systems as requested

Operational Administration:

• Conduct email and user account administration, including account management
• Administer all Windows accounts
• Conduct basic active directory administration
• Arrange and prepare equipment for shipping or receiving
• Participate in all new technology deployments
• Manage and process incoming shipments of units to be de-staged, including providing feedback on the number of machines that have been staged and de-staged
• Oversee the technical aspect of physical relocations as well as the implementation of software or system additions and changes

Deadline:20th November,2025