Work-Force
Onsite Desktop Engineer – Bellville opportunity in Cape Town, Western Cape.
Role and
Responsibilities
Have a level of experience and understanding in the following services: Microsoft Windows for Endpoints Microsoft Office Microsoft Office 365 Suite Desktop and Laptop hardware fundamentals Have the ability to perform the following functions: Be presentable at all times and represent the value of First Technology throughout your engagement with the customer Excellent telephone manner and written communication Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to end users who may often be unhappy Ability to follow predefined procedures and escalate timeously to the Onsite Team Lead where required Ability to meet deadlines and complete tasks within SLA timeframes Ability to use knowledge base resources to resolve problems Providing basic training on computer operation and management to end users. Good attitude towards work and colleagues Consistent, prompt delivery of often common or repetitive tasks Strong troubleshooting and skills with a proven methodology – must be able to troubleshoot problems with minimal assistance: Working knowledge on Active Directory– required for the administration of user accounts and passwords Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet Strong understanding of End User hardware and software Strong Desktop operating system knowledge and troubleshooting Strong Office automation skills and knowledge using N-Central (Nable) Facilitating feedback on current tasks Ability to manage users by applying good reasoning and logic Create new Incidents in the Service Desk daily, Troubleshoot, and show descriptive steps taken to resolve along with relevant time entries Collect a predefined set of information for each incident logged Identifying urgency, impact and general timelines of the issue Provide the necessary resolution or escalate for assistance Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified Vendor Management – act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both Ability to provide support to multiple Customer environments Ability to work independently Following up on issues and outstanding information Create and update records Attention to detail with scheduled tasks is vital. Research technology changes and be able to motivate technology changes to the Client where necessary