L2 Desktop Engineer

Parts Incorporated Africa is searching for a L2 Desktop Support Engineer to join the team in Bloemfontein. The position is to respond to all incidents and service requests logged at the service desk. They diagnose and troubleshoot all issues and process all requests. All technical work is done in accordance to set policies, standards, and standard operating procedures.

Requirements:

• IT Qualification / Certification
• ITIL Foundation - Essential
• Driver's license – Essential
• Own vehicle
• Clear criminal record
• 3 Years Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows OS environments
• Excellent problem-solving and multitasking skills
• Physical IT infrastructure
• Client / Server applications architecture
• Internet technologies
• MS Desktop Operating systems
• Office 365
• Antivirus and firewall knowledge
• Experience of mobile devices
• Knowledge in the use of a call logging tool
• Working knowledge of remote support tools
• Printing and Automation

COMPETENCIES

COGNITIVE COMPETENCIES

• Possess the ability to analyze and troubleshoot complex problems, then propose solutions or recommendations.
• Attention to detail and a strong affinity for a structured approach

INTRAPERSONAL COMPETENCIES

• Positive attitude, commitment, and confidence
• Integrity
• Able to function well under pressure
• Action oriented and passionate about customer service
• INTERPERSONAL COMPETENCIES
• Attentiveness
• Ability to "read" customers
• Keen and patient listening
• Empathy
• Team work and positive interaction with colleagues

COMMUNICATION COMPETENCIES

• Strong written and verbal communication skills. The ability to express thoughts clearly, listen carefully, and respond appropriately. Present clear communication to reduce misinterpretations or misunderstandings.

Key Performance Indicators will include, but not limited to:

• Respond to all assigned Helpdesk tickets regarding hardware, software, and networking meeting set SLA's based on call category and classifications
• Problem solving and issue resolution through effective diagnostic and troubleshooting
• Liaising with other functional leads and systems owners as required during service request fulfillment and incident response
• Direct unresolved issues to the next level of support personnel
• Perform special tasks as assigned
• Guide users and orient them on all IT systems, systems usage and IT processes. Walk them through installation and configuration of applications and computer peripherals
• Participate in project delivery completing tasks as assigned by project management
• Help create technical documentation and manuals
• Perform Systems Administration and Maintenance as assigned by ICT Service Delivery Manager External