Desktop Engineer

Desktop Engineer in Johannesburg at Logicalis

It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes. Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider! We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity. Join us and become a part of something epic! ROLE PURPOSE The role is responsible for the smooth running of our customer’s workstation environment and troubleshooting customer incidents. The engineer will support environments where infrastructure includes, but is not limited to, local wired equipment, application support, hardware recommendations and operating systems. The roles support the customer through the resolution of incidents relating to infrastructure as reported by the customer, as well as through performing general maintenance at the customer based on best practice methods raised through schedule tasks or through our monitoring platforms.  ROLE RESPONSIBILITIES:

• Day-to-day support of our customer’s server environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
• Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Development of peer relationships with key suppliers.
• Work with the other departments to understand and share technical strategy.

DELIVERY RESPONSIBILITIES:

• Attend the Change Advisory Board for customer change requests as and when requiredAttend meetings and working parties to represent the team where necessary
• Attend customer meetings to provide technical consultancy. Onsite and Remote.
• Attend customer sites for onsite project and support related activities.
• Help identify gaps in existing technical documentation, knowledge, and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered.Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
• Work closely with the solutions area of the business regarding developing new services and proposal.Providing input to customer facing Technical Incident Reports.

KEY PERFORMANCE INDICATORS: KPI’s Complete Partnership and Technical Skill Certifications Requirements.

• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.
• Any added goals.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Smart Decision Making.

EXPERIENCE: 2+ Years Experience of configuring, troubleshooting, and administering Microsoft Windows workstation. Experience in configuring, troubleshooting Microsoft Azure and Office 365. Experience of configuring, troubleshooting, and administering Antivirus solutions.Administration & troubleshooting of Computer Hardware. (Dell, IBM, HP) QUALIFICATIONS:

• Experience in Microsoft Office.
• Experience in Microsoft Windows 7, 10 and 11. Updating, configuring troubleshooting and loading.
• Experience in Basic networking and basic Wifi networking.
• Experience in basic storeroom Management.
• Very good troubleshooting skills
• Basic printing troubleshooting
• Good IT Hardware and software troubleshooting skills

ADDITIONAL SKILLS/ATTRIBUTES

• Recognized as a professional in field.Strong ability to solve and troubleshoot problems remotely.
• Ability to work in a very busy and highly pressurized environment.A detailed and accurate approach to undertaking all duties.
• The ability to communicate both verbally and electronically in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• Ability to deal with high impact, high profile, incidents and remain calm under pressure.
• Client focused and with customer care / services mind-set.
• Numerate and literate with an eye for detail.Professional & diligent.Excellent communicator at all levels (verbal/written).
• A team player but able to work independently and be self-motivated.
• Professional telephone manners.Experience dealing with Enterprise customers.
• Enthusiastic, energetic, and confident.Good PC skills, MS Office packages.
• Full, clean, driving license.Own Transport.Ability to obtain SC security clearance.

If you’re interested in career opportunities, but not ready to apply, join our Talent Network to stay connected to us and receive updates on the latest job opportunities and company news.

We Care About Your Privacy

We and our partners process data in order to:

Use precise geolocation data. Actively scan device characteristics for identification. Store and/or access information on a device. Personalised ads and content, ad and content measurement, audience insights and product development.

About Your Privacy

We process your data to deliver content or advertisements and measure the delivery of such content or advertisements to extract insights about our website. We share this information with our partners on the basis of consent and legitimate interest. You may exercise your right to consent or object to a legitimate interest, based on a specific purpose below or at a partner level in the link under each purpose. These choices will be signaled to our vendors participating in the Transparency and Consent Framework. More information

Manage Consent Preferences

Ensure security, prevent fraud, and debug

Your data can be used to monitor for and prevent fraudulent activity, and ensure systems and processes work properly and securely.

Store and/or access information on a device

Store and/or access information on a device

Personalised ads and content, ad and content measurement, audience insights and product development

Personalised ads and content, ad and content measurement, audience insights and product development Ads can be shown to you based on the content you’re viewing, the app you’re using, your approximate location, or your device type.

Create a personalised ads profile

Switch Label A profile can be built about you and your interests to show you personalised ads that are relevant to you. Switch Label Personalised ads can be shown to you based on a profile about you.

Create a personalised content profile

Switch Label A profile can be built about you and your interests to show you personalised content that is relevant to you. Switch Label Personalised content can be shown to you based on a profile about you.

Measure ad performance

Switch Label The performance and effectiveness of ads that you see or interact with can be measured.

Measure content performance

Switch Label The performance and effectiveness of content that you see or interact with can be measured.

Apply market research to generate audience insights

Switch Label Market research can be used to learn more about the audiences who visit sites/apps and view ads.

Develop and improve products

Switch Label Your data can be used to improve existing systems and software, and to develop new products Your precise geolocation data can be used in support of one or more purposes. This means your location can be accurate to within several meters.

Actively scan device characteristics for identification

Actively scan device characteristics for identification Your device can be identified based on a scan of your device's unique combination of characteristics. Your device can receive and send information that allows you to see and interact with ads and content. Data from offline data sources can be combined with your online activity in support of one or more purposes Different devices can be determined as belonging to you or your household in support of one or more of purposes.

Receive and use automatically-sent device characteristics for identification

#J-18808-Ljbffr