IT Desktop Support Engineer - Cape Town at Pinnacle ICT

Job Purpose

• The primary purpose of this position is to support all computer users within Pinnacle’s Cape Town Branch ensuring an exceptional level of customer service.
• This includes supporting and maintaining in-house computer systems, desktops, peripherals, and IT assets.
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. This will also include training end-users. Troubleshooting problems timeously and accurately will be one of the main performance areas.

Key Responsibilities

•  Receive and respond to incoming helpdesk calls and e-mails regarding hardware problems
•  Communicate and partner with the Helpdesk to ensure transparency
•  Ensure that all incoming calls are closed within the agreed Service Level Agreement (SLA) timelines
•  Tracking incoming support calls
•  Ensure that unusual troubleshooting calls are documented in the Helpdesk’s knowledgebase
•  Dedicated support to Executive and Director level employees
•  Desktop backup support
•  Daily/Weekly/Monthly reporting (open calls, current projects, risk identification, system performance)
•  Ensure that databases are fully optimized
•  Work with end users to identify and deliver required PC service levels
•  Liaise with, and provide training and support to, end users and staff on computer operation and other issues
•  Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
•  Where required, install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products
•  Monitor and test PC performance and provide PC performance statistics and reports
•  Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
•  Accurately document instances of hardware failure, repair, installation, and removal.
•  Construct, install, and test customized configurations based on various platforms and operating systems
•  Conduct research on computer products in support of PC procurement and development efforts
•  Evaluate and recommend hardware products for purchase
•  Identify and deliver required hardware service levels according to company policies
•  Liaise with, and provide training and support to, end users and staff on equipment operation and other issues
•  Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed
•  Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
•  Document hardware failure, repair, installation, and removal
•  Attending training sessions both during and after working hours

Requirements
Experience and Knowledge:

•  5 - 8 years working experience in a similar position
•  Experience in liaison for communication between various parties to be able to troubleshoot effectively and efficiently
•  Level of experience in providing support to multiple employees/stakeholders simultaneously
•  Proven experience in decisiveness (ability to make decisions, render judgment, take action & and apply corrective measures)

Skills and Education:

•  Matric
•  College diploma or university degree (essential) – N+ / A+
•  Microsoft MCSE 2003 / 2022 (essential)
•  Microsoft Office 365 AND Microsoft Operating System knowledge (essential)
•  Microsoft Certified Systems Engineer (MCSE) Windows 2003/2022 (essential)
•  College diploma or university degree (essential) – N+ / A+
•  Microsoft MCSE 2003 / 2022 (essential)
•  Microsoft Office 365 AND Microsoft Operating System knowledge (essential)
•  Microsoft Certified Systems Engineer (MCSE) Windows 2003/2022 (essential)

Personal Attributes

•  Able to work in a pressured environment with large volumes
•  Interested in continuously learning about technology products and systems.
•  Appreciation of security compliance
•  Confident, self-motivated, and display a high level of energy.
•  Customer service orientated.
•  Enjoy collaboration and be able to work as part of a team.
•  High attention to detail
•  Proactive, tactful, and a technology-driven individual
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed
•  Patience