Vacancies at Liberty Group South Africa

Purpose

• To deliver IT systems support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
• To provide a point of contact for clients to receive support and maintenance within the organizations IT Infrastructure environment for the rest of Africa
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal performance.
• The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide assistance where required.
• To implement IT Infrastructure project deliverables in the rest of Africa, including and not limited to the roll out of new branch sites, decommissioning and relocation of sites

Key Responsibilities

Service Level Management

• Mean time to repair Onsite analysis, diagnosis and resolution of desktop problems for end users
• Collaborate with 3rd level support to prevent system downtime
• Assist in user / hardware movement and branch relocations
• Software / hardware / network troubleshooting

Quality Management

• Customer satisfaction
• Perform quality work on all service requests / incidents
• On/Off - site Incident response time
• On/Off - site Service requests response time
• Install, upgrade, support and troubleshoot Enterprise Applications
• Install, upgrade, support and troubleshoot Proprietary Applications
• Interact with numerous computer platforms in a multi-layered client server environment
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, Anti-virus software and administrative systems
• Diagnose and quickly resolve a wide range of applications and networking Problems to help minimize downtime
• Troubleshooting network connectivity in a LAN/WAN environment

Key Responsibilities continued.

• Requesting and coordinating vendor support
• When the restoration is beyond the scope of the Africa Support, the Africa support will escalate the issue / problem to proper tier support team member
• Develop trends by monitoring and analysing incoming calls, problems and support requests
• Install, upgrade, support and troubleshoot End-user Device Operating Systems and any other authorised desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment / parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any device that has authorized access to the network relating to Rest of Africa
• Dealing with hardware and application support queries and issues reported to the support desk and escalation
• Provide user data and application recovery
• Email account administration where required
• User account administration where required

Minimum Experience

• 5-10 years’  experience
• Experience working in Sub-Saharan Africa
• Excellent technical knowledge of pcs and desktop hardware.
• Working technical knowledge of current protocols, operating systems and standards.
• Ability to operate tools, components and peripheral accessories
• A+ and N+ experience
• Microsoft Certifications
• Software and Hardware Troubleshooting
• Windows 7, 8,10 \Windows 2008\2012\2016\2019
• Routers, switches and firewall experience
• Microsoft Office 2010, Office 2013, Office 2016 & O365 support
• TCP/IP, SQL
• Enterprise Backup Software
• Working knowledge of SMS, AD, Exchange 2007/2010/2013/2016 and remote control tools
• Knowledge of all software applications used within the organisation

Minimum Qualification

• Matric(Grade 12)
• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
• Industry certifications, this can include A+, N+, CCNA, MCITP/ MCSE etc

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Purpose

• To plan, manage and monitor the implementation of branch management activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Develop market position through the identification of target markets, building relationships and negotiating and closing business deals.
• Plan for, manage and ensure the effective administration of area related support services in alignment with team and individual performance objectives.
• Manage business retention through the application of various sales techniques such as rate negotiations, product comparisons and changing perceptions.
• Ensure customer understanding of org. brand messages, products and services in order to facilitate messages appropriately and successfully.
• Manage branch operations.
• Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
• Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
• Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.

Customer

• Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.

Finance

• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

• Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
• Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.

Governance

• Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
• Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.

Competencies

Liberty Values

Technical Competencies

• Legal Compliance (Sales) (Intermediate)
• Risk Awareness (Intermediate)
• Sales life cycle management (Proficient)
• Conflict Resolution (Intermediate)
• Efficiency improvement (Intermediate)
• Functional Policies and Procedures (Intermediate)
• Operations Management (Proficient)
• Product and/or Service Knowledge (Intermediate)
• Sales management (Proficient)
• Budgeting and Expenditure Control (Intermediate)

Behavioural Competencies

• Persuading and Influencing (Intermediate)
• People Management and Empowerment (Intermediate)
• Interpersonal Effectiveness (Intermediate)
• Problem Solving and Analysis (Intermediate)
• Strategic Insight and Capability (Intermediate)
• Teamwork and Cooperation (Intermediate)
• Judgment and decision making (Intermediate)
• Communicating with Impact (Intermediate)
• Relationship Management and Networking (Intermediate)
• Customer Orientation (Intermediate)