Job description:
Reports to the Senior service desk engineer in South Africa
Schedule user assistance on a first come first bases and accept priority changes from Senior service desk engineer
Maintain code of conduct to not jeopardize Atlas Copco Group of Companies confidential information.
Provide a level of user assistance
Keep up to date with technical aspects and general IT developments (including training courses where necessary in line with job responsibilities). Senior service desk engineer to approve.
Support all Hardware and Software that is approved by ASAP.
Audit and keep track of all Hardware and Software including Software licenses.
Assign tickets within stated SLA time and assist with first line support on the Service Desk and escalate when necessary
Attend to and action projects approved by Senior service desk engineer
Attend weekly meetings
Maintenance
Add/Remove user on Active Directory
Set-up backup for users to the server user directory.
Advise users to delete files from local and Server.
Assist to set-up archive where necessary.
Load/Remove Notes databases when necessary as per the Group structure.
Comply with the check list when adding / removing users.
Assist with VSAT / Connectivity when necessary.
Perform the Daily/Weekly/Monthly backups on the Servers and maintain the offsite cycles.
Record and maintain all documentation.
Update and apply all patches to PC’s and Laptops using Altiris
Resolve all technical issues on PC’s and Laptops and make sure to find a solution to solve the problem.
Schedule all Hardware repairs when necessary.
Update PC’s and Laptops with the latest SEP 11 software
Remove all none certified Software that is not business related
Service Desk
Is responsible for service delivery for one service (IT) within a region
Co-ordinates development and operational activities with Senior service desk engineer
Implements process improvements in line with ASAP standards and domain projects
Is expected to participate in a service meeting
Prepare weekly reports for Senior service desk engineer
Mission:
To improve and develop the quality and efficiency of support services of ASAP Southern Africa and thereby reduce costs for these services by implementing ASAP prioritized projects and standards and supporting the overall development of (global) ASAP
To administrate and solve incidents assigned to the IT service desk
To support customers with various IT services within the areas Lotus Notes, ERP-system (BPCS), PC, LAN and WAN.
To coordinate the acquisition of hardware and software.
To contribute to continuous improvement as implementing standards with the overall target to increase efficiency
Experience requirements:
1-2 years experience from first and second line service desk with frequent customer contact or experience of a shared service environment. Documented experience in trouble shooting is required.
We expect you to have experience in the following areas:
- Windows 7, server 2008,
- Microsoft Office 2007/2010
- PC management software
- Lotus Notes User support
Educational requirements:
Bachelor degree in Information Technology or similar through experience
Fluency in English, spoken and written is a must. Other languages are an asset
Certification within ITIL (Foundation) is an asset
Personality requirements:
Pride of work.
Enhance User Acceptance of ASAP IT function within AC Group.
Combine fully into the ASAP & IT team.
Perform the required maintenance work as fast and smoothly as possible with the least negative impact on the existing system or user interaction.
You are service minded and business oriented. You are able to work in a team as well as independently, to be proactive and to work with many tasks simultaneously.
You are analytical and enjoy solving problems in a complex environment. You will be expected to be able to communicate with non-technical end-users in a professional way. Included in your role is also to have frequent cross-border contacts with technical teams.
Country and city description:
This position will be based in Witfield, Boksburg
Company presentation:
Atlas Copco ASAP is a Global Service Provider dedicated to delivering high quality services in the areas of Finance and Accounting, IT/IS, HR administration, Purchasing and Project Management to the different business units within the Atlas Copco Group. Our organization currently has more than 1100 employees worldwide, supporting 15.000 users in more than 60 Countries and offering our Services to approximately 250 operational units.
I.T. Customer Support Engineer Atlas Copco ASAP Southern Africa Witfield
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