EUC Support Desktop Engineers

Role and Responsibilities

• Able to demonstrate the following:
• 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 PS (Professional services) Manager 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:
• Strong Active Directory– required for the administration of user accounts and passwords/GP/OU
• Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet
• Good understanding of Microsoft Exchange and O365/Azure and general mail requirements
• VMware/Hyper V
• Strong Desktop operating system knowledge and troubleshooting
• Strong Office automation skills and knowledge using N-Central (Nable)
• Facilitating feedback on current tasks
• The ability to quickly identify and remediate networking problems within the LAN, WLAN
• Strong understanding of End User hardware and software
• The ability to implement/configure/troubleshoot Firewalls, Routers, Switches and AP’s
• Ability to manage users by applying good reasoning and logic
• Project and related tasks

• 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 environments
• Ability to work independently/team
• 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
• Be prepared to perform overtime work and after hours support required

 Qualifications and Education Requirements

• Matric is essential
• A+ N+ and relevant Microsoft 0365 certification (Must Have)
• Bachelor’s degree in Computer Science or Information Technology Diploma (Beneficial)

 Preferred Skills

• Should have proven excellence as Mid-Tier Engineer in another relevant position
• Excellent communication, both verbal and written
• Ability to manage Users requests in quick succession
• Basic understanding of Wide Area Networking Infrastructure
• Where necessary, ability to resolve a User's problem first time attention to detail is essential
• Ability to form customer relationships remotely