Desktop Support

Job title: Desktop Support
Department: Support
Location: Itec SA
Reporting to:  Itec SA
Type:
Date Updated:

JOB DESCRIPTION

  • The General Support role (or desktop support technician) delivers support to endusers and assists the other members of the infrastructure team with various tasks.
  • The core focus is desktop support; in other words, ensuring that end-users can work
    on their device(s). These devices can include desktop pc’s, laptops and notebooks,
    tablets and smart phones.
  • Support is provided on approved software and applications as defined by the IS
    department. Occasionally it will be expected that support is provided on software or
    hardware that is not necessarily part of the normal portfolio.
  • For this role infrastructure at Itec includes, but is not limited to, the following:
    • Physical and Virtual network including devices and cabling
    • CCTV camera system.
    • Physical and Virtual servers.
    • Operating systems for servers and desktops.
    • All software except for ERP and CRM usage, setup and development.
    • Desktop support (both physical and virtual and including laptops, desktops,
    tablets and phones used for business by Itec employees).
    • Anti-virus and related security solutions (including functions that are
    outsourced like the central firewall).
    • E-mail servers and functionality. Active Directory basic administration
    • Backups of end user computers
    Responsibilities & duties
    • Keep abreast of changes in the standards, technologies or methodologies.
    • Support in administration, do ad-hoc and IT housekeeping when there is a
    need.
    • Ensuring security and confidentiality is maintained at all times.
    • Work with other departments.
    • Providing 1st line support across national offices.
    • Taking ownership of incidents and problems assigned to him/her.
    • Providing timely and professional communication.
    • Setup new computers for new starters
    • Standard software include: Windows Operating System, Ofrfice Suite
    (Outlook, Word, Excel, Powerpoint), Windows updates, Applicaton installes
    (Dynamics NAV, Browser bookmarsks, Remote Desktop Connection)
    • Troubleshooting skills: Check desktop pc for network connection – Internet,
    Outlook Exchange server connection/configure, TS connection (Fusion and
    Dyn\Nav session) and inform relevant parties if there is any intermittent
    connectivity.
    • Always ensures that TV’s\ marketing screens in the office runs and the
    PC/device controlling them is updated and working as expected.
    • Ensure that projectors are available and setup for the day.
    • Update timesheet on Dynamics for daily work\calls.
    • Log and capture calls on Spiceworks \ call log system and appropriately
    allocate them to relevant consultant or party.
    • Follow SOP’s and Setup PC’s\devices, LAN, add them to domain, set TS
    shortcuts and run tests.
    • Respond to queries either in person\through call management system or over
    the phone.
    • Follow up with internal and external customers to ensure that issues\errors
    are resolved.
    • Password related calls – Active Directory.
    • Eager to learn more and understand problems.
    Technical Responsibilities
    Itec has a complex infrastructure consisting of a number of legacy
    systems integrated with the newer solutions as defined by the
    roadmap for the department. The technologies that forms the core of
    the services that are provided to the business includes (but is not
    limited to):
    • Troubleshooting and support of non-LOB (Line of Business) applications in
    use at Itec. Includes operating systems, productivity tools (like Microsoft
    Office), Kaspersky etc.
    • Update software including (but not limited to) adobe, pdf, antivirus, OS if not
    updating automatically from update server and java.
    • Management and troubleshooting of chosen ticket management system for
    the department (currently using Spiceworks)
    • Install, repair and modify computer hardware and software (This includes
    computer peripherals).
    • Manage IT training equipment for both hardware and software updates and
    assist in setting up for training sessions when needed.
    • Setup printer, scan to mail and software, and ensure compatibility with
    operating systems.
    • Reset user passwords and unlock user accounts as required.
    • Setup CRM application on technicians’ tablets, link on user’s PC’s and do
    technical support (not application support).
    • Add new users on the finger prints for premises access, fix and update
    devices if not online.
    Responsibilities & duties
    • Keep abreast of changes in the standards, technologies or methodologies.
    • Support in administration, do ad-hoc and IT housekeeping when there is a
    need.
    • Ensuring security and confidentiality is maintained at all times.
    • Work with other departments.
    • Providing 1st line support across national offices.
    • Taking ownership of incidents and problems assigned to him/her.
    • Providing timely and professional communication.
    • Setup new computers for new starters
    • Standard software include: Windows Operating System, Ofrfice Suite
    (Outlook, Word, Excel, Powerpoint), Windows updates, Applicaton installes
    (Dynamics NAV, Browser bookmarsks, Remote Desktop Connection)
    • Troubleshooting skills: Check desktop pc for network connection – Internet,
    Outlook Exchange server connection/configure, TS connection (Fusion and
    Dyn\Nav session) and inform relevant parties if there is any intermittent
    connectivity.
    • Always ensures that TV’s\ marketing screens in the office runs and the
    PC/device controlling them is updated and working as expected.
    • Ensure that projectors are available and setup for the day.
    • Update timesheet on Dynamics for daily work\calls.
    • Log and capture calls on Spiceworks \ call log system and appropriately
    allocate them to relevant consultant or party.
    • Follow SOP’s and Setup PC’s\devices, LAN, add them to domain, set TS
    shortcuts and run tests.
    • Respond to queries either in person\through call management system or over
    the phone.
    • Follow up with internal and external customers to ensure that issues\errors
    are resolved.
    • Password related calls – Active Directory.
    • Eager to learn more and understand problems.
    • Technical Responsibilities
    • Itec has a complex infrastructure consisting of a number of legacy systems
    integrated with the newer solutions as defined by the roadmap for the
    department. The technologies that forms the core of the services that are
    provided to the business includes (but is not limited to):
    • Troubleshooting and support of non-LOB (Line of Business) applications in
    use at Itec. Includes operating systems, productivity tools (like Microsoft
    Office), Kaspersky etc.
    • Update software including (but not limited to) adobe, pdf, antivirus, OS if not
    updating automatically from update server and java.
    • Management and troubleshooting of chosen ticket management system for
    the department (currently using Spiceworks)
    • Install, repair and modify computer hardware and software (This includes
    computer peripherals).
    • Manage IT training equipment for both hardware and software updates and
    assist in setting up for training sessions when needed.
    • Setup printer, scan to mail and software, and ensure compatibility with
    operating systems.
    • Reset user passwords and unlock user accounts as required.
    • Setup CRM application on technicians’ tablets, link on user’s PC’s and do
    technical support (not application support).
    • Add new users on the finger prints for premises access, fix and update
    devices if not online

Requirements and experience

• Grade 12 or NQF level 4 equivalent qualification;
• A minimum of 1 year in a technical support role supporting end-users on nonLOB (Line  of Business) applications
• Understanding of Windows Server 2003-08R2 management and support beneficial
• Understanding of infrastructure and networking (TCP/IP, DNS, DHCP, NAT,
IPSec VPN)
• Understanding of Microsoft Exchange beneficial
• Highly skilled in desktop support (operating system, productivity tools like
Microsoft Office, anti-virus products etc.)
• A working knowledge of ITIL will be beneficial