IT Support Engineer - Port Elizabeth at Discovery Limited

Key Purpose

• To effectively support, manage and resolve all hardware, software and networking Incidents, Changes, and Requests at 3rd line, within agreed Service Levels and with a focus on continually improving Customer Experience across the Discovery global user community.
• Actively support ongoing Shift-Left Initiatives to ensure improved capabilities within Remote Support, Service Desk and optimized Level Zero support offerings.
• Act as a project resource for all Technology Service Project Roll Outs, Service Improvements and New Service Take-Ons.

Areas of responsibility may include but not limited to

• Fulfil functions of IT Support Engineer (Regional)
• Ensure the clients required IT functionality is met with no redo of work.
• Resolve logged tickets according to the service Level Agreement.
• Work within a team to contribute to the Department’s service delivery.
• Contribute to the overall team performance by meeting individual SLA each month
• Escalate problematic incidents timorously.
• Support to back-office teams with all outages at main office/ Franchise offices and Satellite offices. This includes but is not limited to Networks, Audio Visual, Data Centre, SRMT, Security.
• Liaising with 3rd party vendors
• Complete all projects or tasks successfully within the time frame assigned.
• Travel and support of regional Franchise office’s including Discovery Stores and qualifying remote sites. Duties include but not limited to desktop support, server support and maintenance, data centre support and maintenance, site moves, new site setups and remote support.
• Extended Exec support and travel to Exec residence where required (Discovery Execs visiting or staying in a region for extended period).

Personal Attributes and Skills

• Diagnosing and solving hardware, software, connectivity and printer related issues.
• Installation and configuration of MacOS and Windows.
• Good Understanding and knowledge of Network and Storage concepts.
• Analysis of call logs in order to discover any underlying issues or trends
• Advanced troubleshooting Skills.
• Knowledge and experience working with Azure AD and AD Manger Plus.
• MS Server administration experience
• Good knowledge and understanding of data centre operations maintenance functionality
• Effective communication across high level stakeholders.
• A strong team player with a focus on the end customer
• Ability to logically troubleshoot and diagnose problems as well as propose new solutions
• Able to a high degree of accuracy and attention to detail in all tasks
• Must be able to function independently.

Technical Skills

• Minimum 2 to 3yrs experience in all Microsoft desktop operating systems, network protocols, and connectivity.
• Must have experience in being able to troubleshoot, diagnose and resolve network, hardware and software issue remotely as well as desk side.
• Must have a thorough understanding of all Microsoft applications, from both the supporting and functional point of view.
• Must have working experience with desktops/laptops and Apple products.
• Must have work experience with all desktops related to hardware and Microsoft software and IOS platforms.
• Must have mobile device support experience. (IOS, Android, Windows Mobile etc).   
• Previous experience with asset management and Call logging tools a preferred skill.
• Own transport with a valid driver’s license
• Must be willing to travel to support users, offices and remote servers and network infrastructure.
• Must be willing to fulfil standby duties, overtime work and respond to callouts after hours.

Education and Experience

• Matric
• A+, N+, MCSE
• Diploma in Information Technology*
• ITIL v4 Foundation Certification
• JAMF MDM experience in supporting a growing Apple environment
• Previous IT Service Desk / Helpdesk Experience
• 3+ Years’ experience, Citrix support, server administration, working understanding of data centres and networks
• Previous experience with Asset Management and ITSM tools