Desktop Support Specialist

1 month ago

Johannesburg, Gauteng, South Africa Logicalis Full time

Job Description

Logicalis is a leading international solution provider, offering digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions, and our focus is to engage in the dynamics of our customers' vertical markets, including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing, and professional services.

We are the advocates for our customers for some of the world's leading technology companies, including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware, and ServiceNow.

The role of Desktop Engineer is responsible for the smooth running of our customer's workstation environment and troubleshooting customer incidents.

The engineer will support environments where infrastructure includes, but is not limited to, local wired equipment, application support, hardware recommendations, and operating systems.

The role's support includes the customer through the resolution of incidents relating to infrastructure as reported by the customer, as well as through performing general maintenance at the customer based on best practice methods raised through schedule tasks or through our monitoring platforms.

Key Responsibilities:

  • Day-to-day support of our customer's server environments.
  • Perform project-related duties regarding new deployments or development requirements.
  • Troubleshooting technical faults and providing satisfactory fixes to the customer.
  • Regularly updating customers on progress of faults by telephone and email.
  • Regularly updating Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
  • Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
  • Providing day-to-day administration for managed service customers.
  • Providing input to customer-facing Technical Incident Reports.
  • Capturing repeat faults and undertaking root cause analysis.
  • Proactive identification of fault trends.
  • Maintaining and updating customer technical documentation.
  • Constant knowledge capture and sharing.
  • Development of peer relationships with key suppliers.
  • Work with other departments to understand and share technical strategy.

Delivery Responsibilities:

  • Attend the Change Advisory Board for customer change requests as and when required.
  • Attend meetings and working parties to represent the team where necessary.
  • Attend customer meetings to provide technical consultancy. Onsite and Remote.
  • Attend customer sites for onsite project and support-related activities.
  • Help identify gaps in existing technical documentation, knowledge, and skills.
  • Creating and maintaining of technical customer documentation.
  • Ensuring customer transition pre-requisites are delivered.
  • Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
  • Work closely with the solutions area of the business regarding developing new services and proposal.
  • Providing input to customer-facing Technical Incident Reports.

Key Performance Indicators:

KPI's

Complete Partnership and Technical Skill Certifications Requirements.

  • Customer and End User Satisfaction and Relationships.
  • Customer Service Improvements.
  • Identify Project Opportunities.
  • ISO and Compliance.
  • Project Execution and Service Transition Quality.
  • Ticket Management Disciplines and SLA's.
  • Timesheet Completion Quality.
  • Any added goals.

Skills and Competencies

  • Accountable Execution.
  • Agile Transformation.
  • Cross-Business Engagement.
  • Entrepreneurial Spirit.
  • Excellent Customer Solutions.
  • Impactful Communication.
  • Inclusive Teamwork.
  • Positive Resilience.
  • Self-Driven Learning.
  • Smart Decision Making.

Experience: 2+ Years

Experience of configuring, troubleshooting, and administering Microsoft Windows workstation.

Experience in configuring, troubleshooting Microsoft Azure and Office.

Experience of configuring, troubleshooting, and administering Antivirus solutions.

Administration & troubleshooting of Computer Hardware. (Dell, IBM, HP)

Qualifications:

  • Experience in desktop support.
  • Experience in Microsoft Office.
  • Experience in Microsoft Windows 7, 10, and 11. Updating, configuring, troubleshooting, and loading.
  • Experience in Basic networking and basic Wifi networking.
  • Experience in basic storeroom Management.
  • Very good troubleshooting skills.
  • Basic printing troubleshooting.
  • Good IT Hardware and software troubleshooting skills.

Additional Skills/Attributes

  • Recognized as a professional in field.
  • Strong ability to solve and troubleshoot problems remotely.
  • Ability to work in a very busy and highly pressurized environment.
  • The ability to communicate both verbally and electronically in a clear, professional manner.
  • A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
  • The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
  • Ability to deal with high-impact, high-profile, incidents and remain calm under pressure.
  • Client-focused and with customer care/services mind-set.
  • Numerate and literate with an eye for detail.
  • Professional & diligent.
  • Excellent communicator at all levels (verbal/written).
  • A team player but able to work independently and be self-motivated.
  • Professional telephone manners.
  • Experience dealing with Enterprise customers.
  • Enthusiastic, energetic, and confident.
  • Good PC skills, MS Office packages.
  • Full, clean, driving license.
  • Own Transport.
  • Ability to obtain SC security clearance.

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