IT Support Associate - Level IV at Cummins Inc.

DESCRIPTION

• We are looking for a talented IT Support Associate to join our team specializing in Systems/Information Technology for our Global Desktop Department in Gauteng, South Africa.

In this role, you will make an impact in the following ways:

• Deliver reliable and efficient IT operational support, ensuring systems and resources are consistently available and optimized for end users.
• Diagnose and resolve complex hardware and software issues independently, minimizing downtime and enhancing user productivity.
• Lead and mentor junior IT Support Associates, fostering skill development and elevating overall team performance.
• Drive process improvement initiatives using Six Sigma methodologies to reduce costs and enhance service delivery.
• Act as the regional escalation point for telephony issues, ensuring swift resolution and seamless communication by coordinating with global teams.
• Maintain accurate asset records through regular audits, safeguarding IT infrastructure and ensuring compliance with corporate standards.
• Support infrastructure changes and global technology rollouts, contributing to the successful implementation of strategic IT projects.
• Analyze incident trends and performance metrics to proactively identify risks, implement solutions, and report outcomes to management.

RESPONSIBILITIES

To be successful in this role you will need the following:

• A structured, analytical mindset to solve complex technical problems using industry-standard methodologies and root cause analysis.
• Strong interpersonal and communication skills to effectively support and guide non-technical users through technical challenges.
• A proactive and creative approach to troubleshooting, with a continuous improvement mindset that drives innovation and efficiency.
• The ability to stay calm and focused under pressure, ensuring reliable support and sound decision-making in high-stakes situations

QUALIFICATIONS

Education/ Experience:

• Matric/Grade 12, or equivalent
• An IT related qualification/certification
• Proven experience in mobile connectivity, SIM provisioning, and handset lifecycle management.
• Significant experience in a technical support role.
• Hands-on experience supporting both fixed and mobile telecommunications systems.
• Proficiency in MDM platforms such as Microsoft Intune and Samsung Knox.
• Experience with helpdesk systems (e.g., ServiceNow, JIRA), ticket resolution, and remote support tools.

Added Advantage:

• Experience with APC UPS systems, including battery maintenance and monitoring.
• Familiarity with server infrastructure, data closets, and desktop support.
• Knowledge of ERP systems such as SAP S/4HANA, particularly in raising purchase requisitions.

Certifications (Highly Recommended or Advantageous):

• CompTIA A+ / Network+ Microsoft Certification
• ITIL Foundation Certification
• MDM-specific certifications (e.g., Microsoft Intune, Samsung Knox)