Intermediate IT Support Engineer at 2U

What We’re Looking For

• The intermediate IT Support Engineer understands user behaviour and is responsible for ensuring both hardware and software are adequately maintained and installed. The incumbent solves a multitude of issues that range from hardware, software, network or communications problems. He/she provides high quality, face to face support to end users in our organisation.

Responsibilities Include, But Are Not Limited To
Technical responsibilities

• Provide day to day support of all hardware, software, networking, security and telephony for end users.
• Realise the entire scope of an issue and ensure full resolution.
• User and password administration for Active Directory, GSuite and other applications in use at 2U.
• Provide exceptional customer service by understanding the customer needs and ensuring their expectations and standards are met.

Process Requirements

• Ensure all processes and procedures are followed to meet compliance requirements.
• Create “how-to” guides to assist users with standard processes.
• Provide end user training on new systems or technology to aid process adherence.
• Ensure timely updates/feedback are provided.

Independent Tasks

• Manage assigned problems through to resolution and close tickets.
• End user support of the following technologies:
  • VoIP Telephone systems.
  • PC & Mac software and hardware.
  • Basic network troubleshooting.
  • Application support (Google Apps, Salesforce, Microsoft Office).
  • Video Conferencing.
  • Active Directory, Single Sign On and Multi-factor authentication.
• Is able to identify the root cause of most user reported issues and provide resolution without assistance from Senior team members.

Decision making

• This role should identify recurring problems and escalate complex technical issues to his/her team lead or senior technical team members.
• A Intermediate IT Support Engineer can suggest process and technical resolution however approval should be obtained from the team lead before implemented.

Career Development

• Learning new systems and technologies to keep up with current with changes in the industry.
  Show understanding of technical solutions implemented at 2U and the ability to resolve at least 90% of issues independently.
  Tertiary studies in technology (eg Diploma).

Things That Should Be In Your Background

• 2 Years experience in an IT Support Role.
• A+, N+ or similar industry certifications.
• Strong written and verbal communication skills.
• Excellent administrative ability.
• Strong troubleshooting skills across a variety of IT technologies.
• Driven to improve customer satisfaction.

Other Attributes That Will Help You In This Role
Working Conditions

• Fast-paced office environment with many active users who require assistance.
• The individual will be based in a small office environment at a designation workstation however the role requires face to face support in many instances.
• This role may need to work at different office locations in Cape Town.

Physical Requirements

• To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up and down flights of stairs, sitting at a designated desk/workstation for the duration of the day.