L2 Desktop Support

2 weeks ago

Durban, KwaZulu-Natal, South Africa Allied Worldwide Limited Full time

About us
We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support.

Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries.

Over the last 30 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents.


Our clients and our talented people have always guided our basic strategy and direction; so much so, that we named the company after our most basic principles.

We are, and always will be 'allied' to our client's needs and objectives. Our team is at the heart of our business, we are proud of each and every one of them. They are exceptional and we are looking for more exceptional people to join us.

ROLES AND RESPONSIBLITIES

  • Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
  • Repair hardware and peripheral faults in conjunction with warranty providers
  • Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
  • Operate cohesively with the service desk team to maintain service levels
  • All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
  • Escalate all critical and high priority incidents to line and senior management
  • Report recurring incidents to problem analyst teams and line management
  • Proactively contribute to service improvement initiative
  • Provide technical expertise and assistance on project assignments
  • Must have very good customer facing skills and be well presented
  • Must have an assertive, confident, positive and a professional manner
  • Ability to engage and communicate effectively with colleagues and customers alike
  • Demonstrates independent and proactive thinking
  • Highly organized with the ability to adapt to different working environment seamlessly
  • Builds effective relationships both within the team and across the business scope
  • Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
  • Must be able to work alone and unsupervised, taking the initiative when necessary
  • Has an understanding and respect for service delivery processes

Cabling / patching
Devices need to be connected to switches, routers or other data communication equipment.

During the installation process the devices to be connected, ports to be used and where to will be explained by engineers.

Your task is making and checking the connection.

Install devices
New devices need to be installed in the plant. The location and way to be installed will be specified by the engineers. Next to the installation on a desk, in a rack or other space, the cabling needs to be done.

Error finding on devices / cabling
It is possible that a malfunction is detected. A local intervention will be asked to make basic tests and verify cabling. Basic fault detection is a must.

Staging PC and laptops
New active devices (PC or Laptops) need to be set up with the correct profile.

Credentials for new users will be given by the helpdesk.

After the staging an update of the CMDB needs to be made.

Documentation


A full documentation of used ports, used patching (copper and fiber) needs to be kept up to date and needs to be available on a shared drive.

All modifications to the backbone cabling system need to be logged.

Proactive actions


As you, our IT partner, will be on site on a regular basis, we expect that you keep us informed on possible issues.

For example running out of patching cables, power cables, free space in racks, temperature issues, leaking water, any issue that could put the correct IT functioning in danger.


Environmental support


It can be seen in the large sense, it is possible that you will need to give support on the fire detection, software controlling the CCTV, access control and alarms, the HVAC monitoring.


Projects
It is possible that larger modifications will be planned. This will be in a kind of 'project mode'. A special price quote will be requested for these projects.

Experience & Qualifications:

  • Minimum 35 years' experience in 1st and 2nd level Support, at least 3+ years at level 2

Job Types:
Full-time, Contract

Contract length: 12 months

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