Role and Responsibilities

• Able to demonstrate the following:
  • Be able to work towards a given SLA’s
  • Assist colleagues whenever necessary with required information.
  • Excellent time management and organizational skills
  • Good understanding of Microsoft Exchange or O365 and general mail requirements
  • Email Security and Email related problems
  • Strong Desktop operating system knowledge and troubleshooting
• Strong understanding of user hardware and software
• Strong troubleshooting and fault-finding skills with proven methodology - must be able to troubleshoot problems telephonically with minimal assistance
  • Excellent knowledge of Microsoft Office and other office management tools and applications
  • Adhoc afterhours as per business requirement.
  • Monitor and Manage unassigned support request.

• Strong troubleshooting and skills with a proven methodology - must be able to troubleshoot problems with minimal assistance:
• Working knowledge on Active Directory– required for the administration of user accounts and passwords, GPO’s
• Installing and troubleshooting Microsoft Outlook /O365 usability issues along with general connectivity to the internet
• Strong understanding of End User hardware and software
• Strong Desktop operating system knowledge and troubleshooting
• Facilitating feedback on current tasks

• Creating or Escalating tickets
  • Troubleshoot, and show descriptive steps taken to resolve along with relevant time entries
  • Collect a predefined set of information for each incident logged
  • Identifying urgency, impact, and general timelines of the issue
  • Provide the necessary resolution or escalate for assistance
  • Vendor Management - act as a point of contact for both vendor/Staff member and carry out the necessary coordination of tasks/claims and warranties
• Task Management
  • Ability to work independently
  • Following up on issues and outstanding information
  • Create and update records
  • Attention to detail with scheduled tasks is vital.
    

• Coordination and Communication: it's critical that the EUC Engineer is able to demonstrate strong skills when multiple incidents occur:
  • Communication skills (telephonic and written)
  • Ability to work unsupervised
  • Facilitating feedback on current tasks
  • Ability to escalate and provide incident and request management
  • Be able to effectively communicate to all areas of business regardless of job description.
  • Secure efficiency and compliance to company policies
  • Ability to manage frustrated callers by applying good reasoning and logic

Qualifications and Education Requirements

• Matric is essential
• A+, N+, O365 /Azure Fundamentals
• Diploma/Degree Information Systems