Experience Required

Minimum of 5 years EUC technical support experience
3 + years IT experience with client, server and network service delivery
Knowledge of Windows 10 and Windows 11
Knowledge of Imaging Tools (Manage Engine), Software Distribution & OS Imaging
Knowledge of Office 365, Anti-Virus and Malware Tools
Networking knowledge: Router Configurations, Firewall configuration, Wireless configuration etc.
Minimum of 1 year exposure to formal project management principals

Qualifications Required

IT related Diploma or Degree (NQF 5)
ITIL Foundation or Higher Certification
Microsoft Certified Desktop Technician OR Microsoft Certified Systems Engineer OR Microsoft Certified IT Professional OR Equivalent
CompTIA A+
CompTIA N+
Apple's ACMT
CCNA (advantage)
MS 365 Modern Desktop Administrator (advantage)
HDI Desktop Advanced Support Technician (advantage)

Duties and Responsibilities

Participate and contribute to deliver Enterprise, Divisional and EUC projects
Executive assigned project related tasks on time with high quality
Provide escalated technical support for Tier II Technicians
Contribute in the testing, development of training material, Methods of Procedures, and Standard Operating Procedures associated with new products, services and equipment
Compose FAQ's document solutions and knowledgebase items
Review knowledge documentation prior to publication
Collaborate with internal 3rd line support teams or vendors to execute work and escalate where necessary
Continuously document and review recommended best practices to aid in continuous improvement and decreasing Mean Time to Repair
Conduct research on end-user devices in support of standardization
Participate in training, coaching and development of others
Perform any assigned tasks related to EUC scope of work
Ensure that issues are resolved in a timely manner in order to meet defined SLA and XLA targets

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