Associate Customer Engineer

Purpose of the Job: Reporting to the Lead: Business Support, the successful incumbent is responsible for providing IT end-user support to internal and external users of company's ICT services.

Key Performance Areas

Ensure IT Services are Accessible to Internal and External Company's customers

• Attend IT incidents and requests.
• Setting up of users machines.
• Configure new equipment.
• Adopt proactive approach to prevent problems from arising.
• Ensure compliance to OHS when setting up.
• Escalate problems to Senior Officer: Technology Support where necessary.

Provide Desktop Support

• Provide software and hardware configuration according to business requirements.
• Conduct troubleshooting, maintenance, upgrades and other activities required for efficient working of computer systems.
• Undertake maintenance and repairs on damaged and repairable hardware.

Management of Multifunctional Devices and Scanners

• Establish connection and access to MFD and Scanners for all users.
• Identify problems; log calls with Service Desk and escalate matters to senior Officer: Technology Support.
• Manage replacement of consumables in the region.

Provide Network and Telephone Support

• Replace faulty devices.
• Provide 1st line support telephone infrastructure.
• Provide 1st line of network support.
• Participate in power failover testing.

Asset Management

• Undertake audits of hardware and software assets.
• Conduct Bi-annual asset verification.
• Adherence to asset management policy

AV Support

• Attend to AV requests.
• Attend to 1st line AV problems and escalate matters to Senior Officer: Technology Support.

Reporting

• Provide input to IT Operations reports.

Qualifications and Experience

• National Diploma in Information Technology related qualification.
• Microsoft 365 Certified (Any) will be advantageous.
• AWS Cloud Practitioner Foundational will be advantageous.
• Relevant 2 years experience in system support

Technical and behavioral competencies required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Citrix knowledge advantageous.
• Willingness to travel and extra hours.