Associate L2 - IT Field Support
Publicis Re:Sources Global
Sandton, GP, ZA
1d ago

Job Description

Key Accountabilities :

a) Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)

b) Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes

c) Ensure the correct operational and change management processes and procedures are adhered to at all times

d) Manage customer expectation with regular & effective communication and updates.

e) Escalate severe incidents to Country IT manager / team lead and / or relevant regional functional lead.

f) Provide customer induction & training as and when required

g) Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)

h) Assist & support Groupe initiatives / projects and operational matters as and when required.

i) Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Key duties :

a) React to issues in a controlled and professional manner

b) Communicate with the agency user community in non-IT language

c) Be discreet and maintain confidentiality when around, or have access to, sensitive information.

d) Ensure client pitch activity is supported to the highest standard

e) Investigate patiently about a user problem to better determine the solution

f) From time to time, may be required to work extended hours to achieve immediate business driven results


Experience & Knowledge

  • Basic to intermediate knowledge of computer hardware fundamentals
  • Ability to repair and replace hardware components
  • Basic to intermediate understanding of various software packages and utilities for diagnostic, repair and technical issues for computer issues
  • Basic to intermediate knowledge around software troubleshooting skills
  • Good working knowledge of how to navigate systems and create reports when required
  • Additional Information

    Attributes / behaviours

  • Ability to analyse issues and provide solutions
  • Ability to maintain an even temper, to repeat and explain information as necessary
  • Strong attention to detail and ability to see tasks through to completion
  • Good communication skills (written and oral)
  • Independent, proactive & resilient
  • Well organised with the ability to work with competing priorities and delivery within tight timeframes.
  • Ability to work in a team environment and share information with new staff

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