Our client, a leading Manufacturing company based in Port Shepstone, is looking to fill the position of 1st Line Desktop Support Engineer.
Purpose of the Role:
The successful incumbent will provide first line IT, desktop and network support to all users. The incumbent will be permanently based at a dedicated plant and serve as the first point of contact for any IT related problem that may arise at the plant. The incumbent will also be required to travel inter-branch between other plants within the KZN region at times in order to provide support to end-users, applications, information and network systems, as well as to assist with managing and overseeing the implementation of various projects in alignment with local and Corporate IT.
Key Responsibilities:
First-line IT Support:
- Provide first-line IT and desktop support to all end-users, applications, information and network systems across all plants and sites.
- First point of contact for any IT-related problem that may arise, and assist to resolve issues within the desired SLA.
- Assist with overall management and administration of the local IT service desk for all incident, service requests and change requests that may arise.
- Troubleshoot and resolve all IT-related problems within an acceptable timeframe and escalate issues to the 2nd line desktop support engineer or corporate IT should the need arise.
- Assist with all internal line-of-business applications including, but not limited to the following:
- Microsoft Windows (Windows 11)
- Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, OneNote, etc.)
- SAP
- Adobe Reader
- Antivirus
- FortiClient
- VNC
- SCCM
- Zoom, MS Teams, Tencent Cloud, VooV, Exmail/QQ Mail
- WeChat, WeCom
- Custom in-house software
- Ability to work a flexible schedule and be on call for any IT-related issue that may arise.
- Ability to work overtime and on weekends for IT-related issues that may arise, or project work that would need to be delivered.
IT Desktop Support:
- Provide first-line desktop support to all hardware devices and assets where necessary.
- Manage all IT assets, inventory lists and fixed asset registers pertaining to the plant.
- Manage the overall lifecycle of all hardware assets in line with purchase warranties and maintenance agreements.
- Adhere to international, group-IT standards for hardware and recommended changes where appropriate.
- Ensure maximum uptime and performance of all IT assets and hardware devices.
- Assist with implementation and roll-out of new workstations and laptops during projects and upgrades.
- Assist with tear-down and replacement of failed hardware components when required.
IT Software Support:
- Provide first-line desktop support to all company applications and software.
- Manage and support all Microsoft based applications/software to ensure that security patching and updates are current and up to date (patch management).
- Manage and support all third-party applications/software together with external software vendors, third-party service providers, as well as corporate IT where necessary.
- Ensure that there is no illegal software or unlicensed use of applications/software on all company assets, where applicable.
- Protect software and data from security breaches, malware and viruses.
- Assist with software asset management and licensing where necessary.
Network Support:
- Provide first-line network support to all Ethernet switches, routers, access points and hubs, printers, MFP’s, etc.
- Troubleshooting and fault finding of network outages and problems to prevent excessive downtime.
- Replace network hardware, network components, damaged network points, and patch cables when required.
- Proactive monitoring of all connectivity lines and links to ensure adequate uptime.
- Proactive monitoring of all connectivity lines and links to ensure adequate performance, latency and throughput.
- Reporting and escalation of connectivity outages and performance issues to external vendors, suppliers and internet service providers.
- Ensure that all company network documentation, network and topology diagrams are fully updated and current.
IT Security:
- Ensure that all antivirus installations are fully patched and up to date.
- Ensure that all IT assets and IT facilities (access control, environmental conditions, etc.) are safeguarded against security threats.
- Educate end-users on the IT security risks, Phishing, Malware and Ransomware, etc.
- Assist to develop necessary policies and procedures to ensure that security is adequately maintained at all times.
IT Administration:
- Maintain an exceptionally high level of customer service and IT service delivery.
- Maintain local IT standards in accordance with corporate/international/group-IT standards.
- Prepare month-end reports and stats.
- Maintain all IT documentation, asset lists, fixed asset register, inventory lists and network/topology diagrams, etc.
- Liaise closely with the 2nd line desktop support engineer and corporate IT with regards to incidents, service requests and change requests that require international approval or assistance.
- Report any discrepancies and unauthorised changes immediately to the IT manager.
- Ensure that all IT calls, incidents, service requests and change requests are resolved within the desired SLA.
- Maintain system integrity, availability and performance 24/7.
- Ensure that all required systems that are implemented, and all new systems that are required for operation are implemented correctly, licensed properly and secured adequately for business purposes.
- Excellent communication interdepartmentally, as well as with corporate/international/group-IT.
- Teamwork – contribute to team effort by accomplishing related results as needed.
Qualifications and Experience:
- Matric/Grade 12
- IT-related Tertiary Qualification
- A+, N+, MCSE, or similar
- 3-5 years of experience in IT desktop, network and application support within a similar role for a large corporate.
Code 08 unendorsed Driver’s licence with a reliable vehicle.
If you are interested in applying for this role, please send a detailed copy of your CV to [Email Address Removed]
If you have not been contacted within two (2) weeks, please consider your application as unsuccessful.
Desired Skills:
- Desktop Support
- Software Support
- Network Support
- IT security
- IT administration