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End User Services Engineer: Senior
Entertainment & Media Industry Company
Za Johannesburg, , South Africa
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Description
At Company, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Main Responsibilities
• Build, configure, install and maintain both standard and non-standard hardware and software
• To configure and solve issues on a selection of mobile devices including Android and IOS.
• Identify and escalate critical issues to other internal/external teams when required.
• Undertake a wide variety of support calls and provide an efficient support service to all customers, ensuring all targets are met including focusing on priority calls;
• Respond in a courteous and timely manner to office based staff and remote users
• Communicate effectively within the Service Desk team and across all other internal departments to ensure the effective escalation and resolution of customer problems
• Provide additional out of hours support as required and assist in office moves
• Maintain active directory assets ensuring policies are adhered to
• Ensure data protection is maintained to legal obligations and to ensure data security is upheld according to corporate guidance and regulations
• Liaise with 3rd party suppliers and support desks as necessary.
Functional Competencies:
• Broad knowledge of Windows operating systems and architecture
• Ideally broad knowledge of Apple Mac operating system and architecture
• Strong customer service ethos
• Customer and service delivery focused
• Able to analyse call data, evaluating and making logical recommendations based on findings.
• Must be able to foster co-operation and teamwork to achieve defined objectives.
• Must have the ability to interact and collaborate effectively with PT colleagues from other teams and with a wide range of stakeholders and business partners.
• Has a high degree of initiative and self-motivation
• Have the resilience and stamina to sustain high performance standards under pressure.
Experience
• 5 years plus relevant experience
Qualifications
• Relevant IT secondary and/or tertiary qualification
• Completion of, or progress towards, IT industry certification desirable (ITIL,
• Microsoft Certified Technology Specialist (MCTS))
Company is committed to the principles of Employment Equity and in accordance with our Employment Equity goals and plan, preference will be given to suitable applicants from designated groups as defined in the Employment Equity Act and subsequent amendments thereto.