Support Engineer (AD and GPO) at Datafin Recruitment

DUTIES:

• Provide End User Computing and Telepresence support.
• Correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• Manage call escalations to 2nd Level and specialist support within the company as well as customer vendors.
• Liaise between users, IT Outsource providers and internal IT processes.
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
• Identify and escalate persistent incidents.
• Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirm call resolution with end user before resolving of the call on ITSM.
• Maintain service and quality levels according to the company’ business standards, processes and procedures.
• Create and update documentation related to all Standard Operating Procedures.

REQUIREMENTS:

Qualifications 

• A+ or N+ / MCSE or tertiary IT Qualification.

Experience/Skills 

• At least 3+ years’ experience delivering End User Computing Support Services in a customer environment.
• AD and GPO Experience (Creating Users and Managing AD).
• Proficient at PC builds and endpoint installations.
• Must be able to work flexible hours as may be required. Must be available to provide after-hours Standby support.
• Must have valid Driver’s License and reliable transport as travelling is a requirement.

Advantageous 

• ITIL proficiency.

ATTRIBUTES:

• Excellent Communication and Interpersonal skills.
• Must be able to work independently.
• Must be able to cope under pressure.
• Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.
• Strong attention to detail. 
• Must be a team player with the ability to work in and with a virtual team.