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  • Posted: Dec 16, 2020
    Deadline: Dec 25, 2020
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    AVI LIMITED is home to many of South Africa’s leading and best-loved brands. Listed on the Johannesburg Stock Exchange in the Food Products sector, and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our single-minded purpose is our brands growth and development. Our brands span a range of categories i...
    Read more about this company

     

    Service Engineer

    THE ROLE

    An exciting opportunity exists for a SERVICE ENGINEER SYSTEMS at AVI LIMITED Financial Shared Services in Cape Town.  The purpose of the role is to provide users guidance and first and second-line support by assisting in problem resolution. They are to provide a high quality technical and procedural assistance with all aspects of technology, both telephonically and via AVI’s call logging system.

    Responsibilities include the ability to identify, research and resolve technical problems. To respond to telephone calls directly assigned to them, emails and in-person request for technical support. Take ownership of technical issues as well as resolve, document, track and monitor problems.

    The Service Engineer (Systems) is tasked with complying with all of AVI’s policies and procedures associated with IT Service Management.

    KEY PERFORMANCE AREAS:

    • Call Resolution at a minimum of 20 Calls Per A Day
    • Ensure That Third Party Calls Are Followed Up On
    • Ensure Grade Of Service Stays Above 85% On Wallboard
    • Ensure Calls Are Resolved Within Agreed SLA
    • The job holder's duties include installing, configuring, maintaining, and optimizing all infrastructure components such as server hardware, patches storage systems, virtualisation platforms, software automation and monitoring and supporting software systems.
    • The incumbent will need to perform close monitoring of the systems using the relevant monitoring tools and react quickly to alerts as well as resolve complex problems as they occur including driving out Alerts.
    • He/She will also be responsible for reboots on SAP and other business-critical systems to OS level (which include but is not limited to: SAP ERP, BIW, BOBJ, CRM, Solution Manager, MSBI)

    MINIMUM REQUIREMENTS:

    EXPERIENCE:                                                                

    • 1-2 years’ experience of working in a Service Desk or IT support environment Experience working with Windows operating systems
    • 2-4 years’ experience of working in a Service Desk or IT support environment Experience working with Windows operating systems would be ideal
    • Excellent interpersonal, written and oral communication skills and the ability communicate effectively at all levels i.e. Customer, Senior management and operations staff
    • Experience supporting handheld devices and tablets such as Samsung, IPhones and IPads a plus.
    • Working knowledge of Networks a must (TCP/IP, DHCP, Ethernet, VPN etc.)
    • Experience of using Microsoft Active Directory for Administration purposes.
    • Experience with Anti-Virus software
    • Good understanding of MS Office Products

    QUALIFICATIONS:

    • Diploma in Information Technology
    • Advanced Diploma or Equivalent in Information Technology would be ideal

    CERTIFICATE:

    • MCSA (Microsoft Certified Solutions Associate)
      • Installation, Storage, and Compute with Windows Server 2016 (Storage and Disk, Data dedupe, HA, DR, Clustering)
      • Networking with Windows Server 2016 (DNS, DHCP, IPAM, VPN, DFS, SDN)
      • Identity with Windows Server 2016 (AD DS, AD CS, AD FS)
    • Valid VCP6.6-DCV
    • 5-DCV (VMWare Certified Professional - DC Virtualisation)
    • VMware vSphere: Design Workshop (v6.5)
    • MS System Centre (SCCM, SCOM, SCSM, Orchestrator)
    • MS Enterprise Mobility Suite (EMS - RMS, ATA)
    • RHCSA (Red Hat Certified System Administrator)
    • DCA ( Dell Certified Associate) - PowerEdge
    • DCP ( Dell Certified Professional) - PowerEdge
    • DCA ( Dell Certified Associate) - Storage
    • DCP ( Dell Certified Professional) - SC Series Storage
    • TinTri-U

    TECHNICAL COMPETENCIES & KNOWLEDGE:

    • Desktop Troubleshooting And Support
    • Networking Methodologies
    • Mobile Device Support (ex: cell phones and tablets)
    • Remote Connectivity Support (ex: VPN and 3G)
    • MS Windows Server Competency (ex: Active Directory, Exchange Mail Exports, Restart Print Spoolers)
    • Management and resolution of complex systems issues and outages
    • Operation of management and monitoring tools to identify and provide solutions to the performance and capacity of systems
    • Provide expert support to Desk staff ensuring that that best practice is applied  
    • To highlight issues, gaps in Systems processes, procedures, standards and guidelines.
    • Provide ongoing cross-skilling and training to Service Desk personnel

    ADDITIONAL REQUIREMENTS:

    • Required to work overtime including after-hours, weekends and/or public holidays if there is an emergency at work
    • Required to work standby from home when required
    • Required to travel to site if there are not enough Field Engineers and there is an emergency at another site
    • Ability to work under pressure
    • A demonstrable ability to work collaboratively within a team
    • Excellent communication skills, particularly the ability to communicate with fellow team members and end customers
    • The skill to take on a variety of tasks and pay attention to detail
    • To recognise the importance of customer focus and/or of serving the needs of the end user
    • Ability to mentoring and upskill fellow team members is a key requirement for this position

     COMPETENCIES:

    • Deliver customer service
    • Initiate and achieve results
    • Apply technical expertise
    • Govern and follow rules
    • Build and use key relationships
    • Analytical and problem-solving ability
    • Planning and organizing
    • Initiate and Achieve Results

    Closing Date: 25 January 2021

    Method of Application

    Interested and qualified? Go to AVI Limited on avi.simplify.hr to apply

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