Field Support Engineer: Desk Support - GPAA

POST 40/55: FIELD SUPPORT ENGINEER: DESK SUPPORT 

REF NO: FSE/ICT/2022/10-3C (X3 POSTS)

Information Communication Technology (ICT) (12 months contract)

The purpose of the role is: To provide first-line resolution desktop support through remote access to GPAA employees.

DUTIES:          

The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following:

Desktop Support:

• Install, configure and troubleshoot OS mainly Windows and various versions.  Active  Directory.
• Perform installation, maintenance and upgrading of computer hardware and software.
• Install update patches of anti-virus software signatures and OS.
• Customize desktop hardware to meet user specifications and GPAA’s standards;
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Provide end-user support for computer hardware and software installation, maintenance and upgrade. 
• Provide users with access to shared resources. 
• Install new ICT equipment. 
• Installation and management of printers (network, desk printers). 

Asset management: 

• Ensures that ICT assets within the GPAA are collected, recorded and returned to the ICT Stores.
• Relocation of (ICT Equipment) as per user requests. 
• Participation in projects within the desktop support team. 
• Regional Office Visit Support. 
• Participation in the establishment of new GPAA offices around South Africa (Technical Support).  

First-line Support:  

• Provide First Line Support to  GPAA  users.
• Troubleshoot and resolve incidents through remote desktop.
• On-site client care. Implement, maintain and remove End User Devices (EUD).
• Ensure incidents/requests/problems are logged and resolved within SLAs.
• ICT Workshop maintenance.
• Provide 1st  EUD repair Load and Configure of OS (Operating System) and required applications.

Customer Satisfaction:

• Ensure client satisfaction and keep customers informed on the service requested.
• Establish a business relationship with clients and ensure customer centricity is practised.

REQUIREMENTS:          

• An appropriate and recognized three-year qualification (degree/national diploma) in Information Technology (with at least 360 credits) with three years of appropriate experience in a service desk environment/desktop support environment.
• Experience should ideally include adequate exposure to: Technology in general, Active Directory, Desktop support, Servers operations, and Information security.
• ICT Service Management: MCSE and/or other appropriate advanced technical diplomas will be an added advantage.
• Computer literacy would include a high level of proficiency in Microsoft products. Knowledge of TCP/IP LAN, VPN, WAN and Wireless networking environments in a Linux and Microsoft environment including Firewall, intrusion detection, SSL/H and NAS/SAN.
• Knowledge of mainframe, Citrix, HP Superdome and Wintel data Centre environments and related software/tools such as MOM, WSUS, Active Directory, Windows XP, Unix, Linux, Oracle and VMS.
• Knowledge of technical requirements for modern flexible working office environments and skills to operate as an employee internally.
• Knowledge of Business Applications supports services in an outsourced environment including escalations and root-cause analysis.
• Knowledge of Business Applications fit on business continuity requirements with a specific focus on knowledge management. Knowledge of GPAA services and products will be an advantage.
• Communication skills. Project management. Collaboration. Problem-solving.
• Interpersonal relations. Initiative. Emotional intelligence. Integrity. Ability to see the big picture.  
• Demonstrable commitment. Customer service orientation. Structured approach. 

Take note of the requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations as well as all other requirements specified in the footer. Take note of Circular 19 of 2022 regarding the practice note on the Z83 application and completion thereof.

The certification of all supporting documents will be expected of the shortlisted candidates only. Interviews may be conducted via a virtual medium which will be discussed with each shortlisted applicant. The applicant should have the necessary data and equipment for this purpose. 

Correspondence will only be conducted with the short-listed candidates. If you have not been contacted within six (6) months after the closing date of this advertisement, please accept that your application was unsuccessful.

ENQUIRIES: Mbongiseni Nkosi on Tel No: 012 399 2202.

Application enquiries: Masego Tshetlo on Masego.Tshetlo@gijima.com or Tel No: 010 449 5681

SALARY: R321 543 per annum (Level 08), basic salary plus 37% in lieu of benefits

CENTRE: Pretoria Head Office