IT Support Specialist at Volvo Group

The main purpose of the role is to provide support to the business in using applications and services, and contributes to maintaining and operating our end user and onsite services. The IT Support Specialist will provide support either remotely (e.g. Service Desk, User Administration, User Requests) or locally (Factory Support, Desk Side Support).
The Support Specialist IT will be involved mainly in:
Incident management.
Request management.
Change management.

Reporting: This position will report to IT Manager IOS EMEA South Africa.

Job Objectives:

• Work within the guidelines and routines defined for the product or assignment.
• Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment.
• Escalate cases to other support functions when necessary.
• Perform incident resolutions and request fulfilments.
• Contribute to the identification and escalation of problems in supported services and solutions.
• Contribute to knowledge management and the documentation of errors and known work arounds.
• Follow the requirements concerning Information Security described in Volvo’s Security Handbook.
• Utilise and contribute to Volvo’s Knowledge Management System.
• Documentation skills would highly advantageous i.e., creation of how-to and operational documents.
• Provide high level support with regards to IT support, back up to the technical staff.

User training or guidance with regards to IT implementations, IT Roadshows and where identified;

• Assist with IT solutions when it comes to IT installations, Microsoft Teams Rooms setup, proposals of new solutions for small to medium sized IT and/or technology projects.
• Vendor management engaging on solution offering, SLA managements and evaluations for the following areas of telephony, mobile devices and printers.
• Management of the mobile contracts; spend, data, stock control, user management and contract revisions.

Qualifications & Job Experience:

• 5 years in an operational IT environment.
• ITIL knowledge and understanding. Foundation qualification would be an advantage.
• Power platform (PowerApps, Power Automate, data management) would be an advantage.
• Windows 10.
• Deal with third party supplies on external supported products.
• Azure foundation qualification (AZ900) – can be attained once appointed.

Key Competencies:

• Support experience in the most common services and solutions provided by Group IT.
• Experience interacting with end user.
• Planning, scheduling and monitoring own work within short time-line.
• Performing routine activities and a range of varied work activities in a variety of structured environments.
• Working in a team.
• Absorbing technical information when it is systematically presented and applying it effectively.
• Applying a rational and organized approach to work.
• Contributing to routine incident/event resolutions.
• Awareness of standards and processes.
• Participate in technical discussions.
• Awareness of business requirements.
• Travel may be required from time to time.
• Required to be at the plant in Umbogintwini (Amanzimtoti) at least 1 day a week.
• Knowledge of Volvo standard and the application thereof.
• Understanding and knowledge of what Volvo has to offer, and the ability to communicate this to the end user.