ICT Support Engineer

SUMMARY:
provide technical support for onsite and remote persons via telephone, email and 'face-to-face'

POSITION INFO:

&Beyond is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care for the sustainability of our communities and environment.  Every single ‘&Beyonder’ makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose ‘&Beyonders’ very carefully – they are the strength and the future of this company.

The ICT Support Engineer will report to the ICT Support Manager.

KEY OUTPUTS:

• Assist with IMAC (Install, Move, Add and Change) relating to hardware and software
• To provide technical support for onsite and remote persons via telephone, email and ‘face-to-face and keep them updated with their logged requests.
• To maintain exceptional service for all support queries.
• Ability to identify a business requirement and provide appropriate technical solutions
• To take ownership of technical problems.
• To be proactive when dealing with requests and to escalate back-office problems to the Infrastructure Team
• To liaise with relevant third parties to resolve technical issues.
• Deliver tasks contributing towards project delivery.
• Contribute to delivering an after-hours rotation-based standby service.

• Be prepared to travel to remote sites (local and abroad) on occasion.
• Management of User Accounts, Mail accounts & Storage resources
• Deliver support on the wide area network across Africa
• Administer network shares and printers
• Administer network security & permissions

• Ensure effective ongoing support for all systems in use by &Beyond. These systems will include, but not be limited to; Operating Systems, Microsoft Office products, security products, and business systems like Tourplan and Maximizer.

SKILLS REQUIRED:

• High standard of customer liaison and presentation
• Thorough troubleshooting skills
• Good telephone manner as well as good customer-facing skills
• Ability to follow processes
• The ability to work under pressure

EXPERIENCE REQUIRED:

• Experience on desktops, laptops, terminals and printers. 5 years - Essential
• Supporting MS Office Applications. 5 years - Essential
• Supporting Windows operating systems. 5 years – Essential
• Supporting users working from Terminal servers. 3 Year - Essential
• Experience on servers – Desirable
• Experience in Microsoft Office 365

QUALIFICATIONS REQUIRED:

• Relevant Microsoft 365 certification -Advantageous
• A+/N+ - Desirable
• ITIL Foundation – Desirable
• Additional technology-related certification is an advantage

PERSONAL ATTRIBUTES:

The successful candidate should: have an enquiring mind, be methodical, be punctual, pay attention to detail, show perseverance and patience, ability to work under pressure, ability to put thoughts and ideas on paper, have a high energy level, be flexible, be organized, have the ability to overcome obstacles and persist with the task at hand, be adaptable, be diligence and self-motivated, be passionate about technology and delivering exceptional service. 

We reserve the right not appoint

NB! This job is now closed. You can apply for other jobs by uploading your CV.