What will you do?
As a member of the EUS Back Office support team, the individual will serve as a representative of the SGT remote support team. You will collaborate with the team to provide remote support for both in-office and remote employees, addressing technical incidents and business requests. The goal is to deliver a professional, courteous, and efficient service that minimizes disruption to Sanlam's operations. Additionally, they will ensure that incidents and problems are accurately recorded and updated in the Sanlam call logging system.
What will make you successful in this role?
Provide remote support to end users, ensuring the following:
Incidents and requests logged on the Sanlam call logging system are addressed promptly.
Each incident or request is updated with detailed information.
Clients remain operational within the established SLA.
Tickets contain sufficient information before being assigned to another support group.
Look beyond symptoms to identify and resolve root causes.
Follow instructions and procedures effectively.
Engage in continuous learning and research.
Identify opportunities to improve the resolution rate of tickets on the first contact.
Contribute to the Knowledge Base.
Assist Field Service Engineers (FSEs) in the field as needed.
Identify recurring issues and incidents.
Provide input to the Problem Management Forum.
Qualifications and Experience
Qualifications
Grade 12
ITIL qualification would be advantageous
Microsoft qualification
Hardware qualification
Experience
Minimum of 5 years of experience in an IT Support Services environment
Technical Skills
SCCM:
Application Management: Competent
OS Deployment: Proficient
Software Updates: Proficient
Compliance: Competent
Inventory Management: Competent
Remote Control: Expert
Proficient in understanding SCCM logs on endpoints.
Operating Systems:
Microsoft Windows: Expert
Apple macOS: Novice
O365:
Familiar with cloud computing concepts, including cloud models and service types like Software-as-a-Service (SaaS): Competent
MS Office Suite: Expert in installation and troubleshooting
MS SharePoint: Competent
OneDrive: Expert
Microsoft Azure:
Competent in Azure Fundamentals or actively studying towards Azure Fundamentals will be an advantage.
On-prem Active Directory:
Knowledge of how to look up the following areas is essential:
User Management
Group Management
Authentication
Policy Management
Computer management
Networking:
Basic understanding of networking concepts.
Familiarity with LAN and WAN.
Understanding IP addressing (IPv4 and IPv6) and subnetting.
Familiarity with common protocols (TCP/IP, HTTP, SFTP, DNS).
Basic knowledge of network devices (routers, switches, firewalls).
Understanding of wireless networking and security measures.
Skills in troubleshooting common network issues.
Knowledge and Skills
Client Delivery and incident handling
Reporting and Administration
Technologies
Business Requirements Definition
Problem Tracking Tool
Personal Attributes
Action orientated - Contributing independently
Decision quality - Contributing independently
Optimises work processes - Contributing independently
Interpersonal savvy - Contributing independently
Build a successful career with us
We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Core Competencies
Being resilient - Contributing independently
Collaborates - Contributing independently
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformation
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