About this role
- Business unit, Department, Reporting Business Unit Cloud Platform Solutions Department Digital Workspace Management (DWM) Job grade S6 Core Description Provide digital workplace support for the customer base remotely and onsite.
- Key Deliverables / Primary Functions Application and device troubleshooting and support.
- Accurately use available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
- Used approved remote management tools to remote support end user devices Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents Ability to do root cause analysis and troubleshooting across systems to resolve incidents Ability to engage and liaise with all personnel including VIP personnel.
- Follow escalation matrix and keep customer informed.
- Enabling management with communication about incidents/requests Remote support and 24/7 standby, after hours and on-call support.
- Ownership of Incidents and Service Requests, until resolution with continues feedback.
- Build Relationship with customers to improve and provide world class support.
- Assist with the connection of end user devices to Audio Visual support equipment. iPad, Apple, and Android mobile support.
- Ability to break-fix problems to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
- Identify and understand business challenges of the Customer and the impact thereof on the device support.
- Build a working knowledge of Microsoft products Support security policies and standards of the Customer Ensure company assets (replacement parts) are tracked and maintained responsibly Core Functional Skills & Capabilities Microsoft Office Mobile Support Hardware Troubleshooting Core Behavioural Competencies Job Match Coping with pressures & setbacks Deciding & Initiating Action Working with people Planning & Organising Presenting and Communicating information
Minimum Qualifications NQF 6
- 3 year Degree/ Diploma/ National Diploma OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience 3 years’ experience OR 5 years’ experience Certifications A+ N+ ITIL 3 or 4 will be advantageous MCP (Desktop) MCSA HP, Dell, Lenovo, Mustek products will be advantageous Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 0 Level of Engagement Engagement will all levels within the organisation, internal and external to the business.
- Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Prepared to Travel and Engage with clients direct.
Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Billable