Job Description

Role and Responsibilities

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Able to demonstrate the following:

+ Be able to work towards a given SLA's
+ Assist colleagues whenever necessary with required information.
+ Excellent time management and organizational skills
+ Good understanding of Microsoft Exchange or O365 and general mail requirements
+ Email Security and Email related problems
+ Strong Desktop operating system knowledge and troubleshooting
Strong understanding of user hardware and software Strong troubleshooting and fault-finding skills with proven methodology - must be able to troubleshoot problems telephonically with minimal assistance + Excellent knowledge of Microsoft Office and other office management tools and applications
+ Adhoc afterhours as per business requirement.
+ Monitor and Manage unassigned support request.

Strong troubleshooting and skills with a proven methodology - must be able to troubleshoot problems with minimal assistance:

Working knowledge on Active Directory- required for the administration of user accounts and passwords, GPO's Installing and troubleshooting Microsoft Outlook /O365 usability issues along with general connectivity to the internet Strong understanding of End User hardware and software Strong Desktop operating system knowledge and troubleshooting Facilitating feedback on current tasks

Creating or Escalating tickets

+ Troubleshoot, and show descriptive steps taken to resolve along with relevant time entries
+ Collect a predefined set of information for each incident logged
+ Identifying urgency, impact, and general timelines of the issue
+ Provide the necessary resolution or escalate for assistance
+ Vendor Management - act as a point of contact for both vendor/Staff member and carry out the necessary coordination of tasks/claims and warranties

Task Management

+ Ability to work independently
+ Following up on issues and outstanding information
+ Create and update records
+ Attention to detail with scheduled tasks is vital.

Coordination and Communication: it's critical that the EUC Engineer is able to demonstrate strong skills when multiple incidents occur:

+ Communication skills (telephonic and written)
+ Ability to work unsupervised
+ Facilitating feedback on current tasks
+ Ability to escalate and provide incident and request management
+ Be able to effectively communicate to all areas of business regardless of job description.
+ Secure efficiency and compliance to company policies
+ Ability to manage frustrated callers by applying good reasoning and logic

Qualifications and Education Requirements

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Matric is essential A+, N+, O365 /Azure Fundamentals * Diploma/Degree Information Systems