Job title : End-User Support Engineer X2
Job Location : Gauteng,
Deadline : December 19, 2024
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Roles & Responsibilities Strategic Function Support the implementation of the centre Balance Score Card (BSC) initiatives.
Product Management Desktop Support Initial setup of desktop computers with application software of the AGSA. Configure desktop computers on the AGSA network for email access and printing capabilities. Create images of different desktop platforms for ease of future installations (Windows, macOS, etc.). Maintain images of desktops with all updated AGSA software as and required. Provide post-implementation support for desktop computers in response to Service Desk calls: Reinstallation of software on desktop computers Troubleshoot and resolve faults. Repairs where applicable Redirect calls to vendor according to contract SLA agreements
Notebook support Initial setup of notebook computers with application software of the AGSA. Setup of notebook computers on AGSA network for users to access AG's network to be able to receive email and do printing. Create images of different notebook platforms for ease of future installations. Maintain images of notebook computers with all updated AGSA software as required. After implementation support of notebook computers according to Service Desk calls Reinstallation of software on notebook computers Fault finding and fixing Repairs where applicable redirect calls to vendor according to contract SLA agreements
Tablet & mobile phone Support Creation of AGSA universal image for the tablets. Design and management of Apple/Windows tablet enterprise security feature set, Support of all AGSA tablets Installation of all AGSA approved software Manage security protocols for Apple and Windows products. Troubleshoot and repair all AGSA tablets. 3rd Party call management until resolution Innovative approaches to develop contingency plans. Provide telephonic and remote support. Backend management of licensing, compliance and adherence to AGSA operational standards of all tablets. Design and management of AGSA mobile phones for network access. Configure and maintain email, mobile printing, and ERP access on mobile devices.
Printers Support Installation of local and network printers for users according to calls logged on Service Desk. Setup of printers using printer drivers and operating system software. Maintain printer driver database to support all printers deployed in AGSA
Software Support (includes Teammate Support) Update of images for notebooks and desktops and distribute to support companies and Teammate support staff in regions. Support users with any software related calls logged on Service Desk. Develop and maintain scripts for automating deployment, updates, and troubleshooting for end-user devices, ensuring operational efficiency. Support and manage virtual desktop infrastructure and cloud-based management tools like Microsoft Intune for provisioning, configuring, and managing end-user devices.
Other ICT support Provide ICT support during AGSA events such as conferences, inductions, and PeopleSoft training. Provide support with Security and Data Voice when required. Participating in disaster recovery (DR) planning and testing, ensuring rapid recovery of end-user devices in the event of a failure. Stay updated with industry trends and pursue relevant certifications (e.g., Microsoft, Apple, CompTIA) to ensure proficiency with the latest end-user technologies. Research support software and hardware as determined by ICT support consultant. Manage and monitor endpoint security using tools like Endpoint Detection and Response (EDR), ensuring compliance with Zero Trust Architecture and AGSA security protocols. Perform tasks as part of a project team according to the project schedules Provide support for collaboration tools such as Microsoft Teams, SharePoint, and OneDrive to ensure seamless communication and collaboration. Provide information to management relating to ICT section's hardware and software environment for asset verification purposes. Ensure that all required forms are completed and filed which relate to asset transfers and securely filed and stored.
Stakeholder Management Maintain effective relations with both internal and external stakeholders. Build collaborative relationships with internal and relevant stakeholders. Support initiatives of sharing insights, risks and experiences. Manage the feedback process to stakeholders by tracking all queries received, getting the relevant information and formulating appropriate responses according to the approved protocol. Ensure a seamless end-user experience by proactively identifying and resolving pain points, optimising device performance, and facilitating feedback loops
People Management Manage own performance to drive productivity. Participate and/or take lead in the business unit transformation/culture plans. Provide support to the management team with regard to centre management and other people related tasks.
Financial and Operational Management Ensure compliance to AGSA policies and procedures. Ensure compliance with internal processes and procedures. Manage supply chain processes within scope of work.
Other responsibilities (Applicable to All JD's) Perform and/or manage other projects, tasks and assignments not stipulated on the Job description as and when required.
Skills, Experience & Education This position requires a minimum qualification of a National Diploma (NQF Level 6) in Information Technology
Experience Minimum 3 years' experience in any of the IT areas below: Desktop Support Notebook Support Printer Support Microsoft Application Software support Microsoft Operating Systems support Basic network support Basic ICT security support
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