Service Engineer: Network, Voice & Desktop Support at AVI Limited

Job Specification:

Key Performance Areas:

• Management and resolution of network related incidents and outages
• Assist in the overall maintenance of the firms IT infrastructure by offering Desktop Support to our end-user customer base.
• Ensure our telephonic grade of service exceeds 85%
• Maintenance of systems; system management, deployment and monitoring tools
• The jobholder’s duties include installing, configuring, maintaining, and optimizing all infrastructure components such as server hardware, patches storage systems, virtualisation platforms, software automation and monitoring and supporting software systems.
• The incumbent will need to perform close monitoring of the systems using the relevant monitoring tools and react quickly to alerts as well as resolve complex problems as they occur including driving out Alerts

Minimum Requirements:

Experience:                                                                   

• 3 - 5 years’ experience of working in an IT support environment or Service Desk
• 3 - 5 years’ experience working with Windows operating systems
• 1 years’ experience and working knowledge of Networks essential (TCP/IP, DHCP, Ethernet, VPN etc.)
• 1 years’ experience of using Microsoft Active Directory
• 1 years’ experience with Anti-Virus software

Advantageous Experience:

• 1 years’ experience supporting handheld devices and tablets such as Samsung, iPhones and iPads
• 1 years’ experience of MS Systems Centre Configuration Manager

Qualifications:

• Matric/Grade 12
• Diploma in Information Technology (Advantageous)

Minimum Certificate(S):

• CCNA (Cisco Certified Network Associate)
• CCNP (Cisco Certified Network Professional)
• MCP (Microsoft Certified Professional)

Advantageous Certificate(s):

• CCVP (Cisco Certified Voice Professional)
• MCSE (Microsoft Certified Systems Engineer)
• NSE 1, 2, 3 or 4 (Network Security Associate)
• MCSA (Microsoft Certified Solutions Associate)
  • Installation, Storage, and Compute with Windows Server 2016 (Storage and Disk, Data dedupe, HA, DR, Clustering)
  • Networking with Windows Server 2016 (DNS, DHCP, IPAM, VPN, DFS, SDN)
  • Identity with Windows Server 2016 (AD DS, AD CS, AD FS)

Technical Competencies & Knowledge:

• Good understanding of MS Office products
• Working knowledge of a range of diagnostic tools
• Desktop troubleshooting and support
• Networking Methodologies
• Mobile Device Support
• Remote Connectivity Support
• MS Windows Server Competency
• Management and resolution of complex systems issues and outages
• Operation of management and monitoring tools to identify and provide solutions to performance and capacity of systems
• Provide expert support to desk staff ensuring that best practice is applied
• Provide ongoing cross-skilling and training to service desk personnel

Additional Requirements:

• Required to work overtime including after-hours, weekends and/or public holidays if there is an emergency at work
• Required to work standby from home when required
• Limited requirement to travel to site if there are an insufficient number of Field Engineers and an emergency arises at another site.

Competencies:

• Thinking Analytically
• Thinking Rationally
• Building Relationships
• Articulating Information
• Inviting Feedback
• Meeting Deadlines
• Attention to Detail
• Maintaining Productivity