IT Support Technician

2 weeks ago

Bellville, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
Role Purpose
Requirements
- 2 - 3 years relevant experience (essential)
- Exposure to the insurance or financial services industry (desirable)
- Grade 12 or equivalent qualification
- COMPTIA A+ Certification and/or Microsoft Certified Desktop Support Technician
- MCP or entrylevel technical certification
- Knowledge of various operating systems including Windows XP/7/8/10 and Mac OS
- Knowledge of desktops, laptops, mobile devices, printers and other common peripheral devices
- Knowledge of computer hardware
- Knowledge of business area's specific systems and processes
- Knowledge of relevant regulatory and compliance requirements
Duties & Responsibilities

BAU
- Install and configure sim cards and dongles for use with advisor laptops across the organisation as and when needed.
- Provide technical support for users via telephone, chat, and web tickets to ensure resolution of queries and issues.
- Diagnose and troubleshoot malfunctions of computer or network devices relating to user error, faulty hardware, or software/server/network issues.
- Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc and use in relevalt process of Assets & logistics team.
- Use documentation, peers, and any other resources to resolve issues on initial contact.
- Prioritise Jira tickets and escalate problems as appropriate and in line with resolution standards.
- Actively monitor and report compliance with the customer service level agreements.
- Monitor and maintain computer systems as and when needed.
- Manage users accounts on active directory, related to the current tasks at hand and ensure users reset their passwords upon completion of work relating to them.
- Report activities (daily, weekly, monthly) to Technology Enablement Manager

BATCHES
- Install and configure sim cards and dongles for use with advisor laptops across the organisation and work towards configuring 250 batch sim cards/dongles with identified team members within a month.
- Report activities (daily, weekly, monthly) to Technology Enablement Manager

SOPs
- Ensure SOPs of relevant IT team are captured and well document.
- Perform reviews of SOPs to ensure best practices relevant to functional unit are employed.

CLIENT
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Act as an authoritative technical lead for peers to ensure and provide expert guidance to them where required.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.

FINANCE
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies
- **Examining Information**: Analyses and processes information asks probing questions strives to find solutions to problems
- **Interpreting Data**: Interprets data rationally by quantifying issues applies technology as a means to evaluating data evaluates information objectively
- **Developing Expertise**: Is open to taking up learning opportunities is quick in acquiring knowledge and skills develops expertise by updating specialist knowledge
- **Adopting Practical Approaches**: Applies practical skills when investigating issues prefers to learn by doing is practically minded and applies common sense
- **Making Decisions**: Is determined and decides on actions willingly assumes responsibility is definitive and stands by own decisions
- **Checking Things**: Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed
- **Following Procedures**: Conforms and adhere

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