Service Engineer: Network, Voice & Desktop Support

AVI LIMITED is home to many of South Africa's leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centered on the FMCG market, AVI's extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savory biscuits and snacks, frozen convenience foods, out-of-home ranges, personal care products, cosmetics, footwear, accessories, and fashion apparel. We have a well-developed Shared Services structure spanning: International, IT, Finance, Logistics, Marketing, Procurement and Field Marketing, that allows us to take advantage of our scale. Our single-minded purpose is our brands growth and development.An exciting opportunity exists for a SERVICE ENGINEER (NETWORK, VOICE & DESKTOP SUPPORT) at AVI LIMITED IT SHARED SERVICES in the Waterfront, Cape Town. The purpose of the role is that the Service Engineer must provide users guidance, as well as first and second level support by assisting in problem resolution. They are to provide a high quality technical and procedural assistance with all aspects of technology. Responsibilities include the ability to identify, research and resolve technical problems; respond to telephone calls, calls directly assigned to them, emails and in-person request for technical support. The Service Engineer will take ownership of technical issues as well as resolve, document, track and monitor problems. The Service Engineer is tasked with complying with all of the policies and procedures associated with IT Service Management.Reporting Structure: Service Engineer Team LeadJob Specification:Key Performance Areas:Management and resolution of network related incidents and outagesAssist 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 toolsThe 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 AlertsMinimum Requirements: Experience: 3 - 5 years' experience of working in an IT support environment or Service Desk3 - 5 years' experience working with Windows operating systems1 years' experience and working knowledge of Networks essential (TCP/IP, DHCP, Ethernet, VPN etc.)1 years' experience of using Microsoft Active Directory1 years' experience with Anti-Virus softwareAdvantageous Experience:1 years' experience supporting handheld devices and tablets such as Samsung, iPhones and iPads1 years' experience of MS Systems Centre Configuration ManagerQualifications:Matric/Grade 12Diploma 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 productsWorking knowledge of a range of diagnostic toolsDesktop troubleshooting and supportNetworking MethodologiesMobile Device SupportRemote Connectivity SupportMS Windows Server CompetencyManagement and resolution of complex systems issues and outagesOperation of management and monitoring tools to identify and provide solutions to performance and capacity of systemsProvide expert support to desk staff ensuring that best practice is appliedProvide ongoing cross-skilling and training to service desk personnelAdditional Requirements:Required to work overtime including after-hours, weekends and/or public holidays if there is an emergency at workRequired to work standby from home when requiredLimited requirement to travel to site if there are an insufficient number of Field Engineers and an emergency arises at another site.Competencies:Thinking AnalyticallyThinking RationallyBuilding RelationshipsArticulating InformationInviting FeedbackMeeting DeadlinesAttention to DetailMaintaining Productivity

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