Microsoft Engineer / Desktop Support

ROLE PURPOSE

The primary purpose of this role is to provide support to the branch network comprising of the Microsoft Windows environment. The role requires support for the Microsoft application servers and user’s desktops (OS level and hardware) as well as providing end user support for all XLink users and ensuring that all branch systems like the network, printers, call centre PABX, video conferencing systems are operational at all times. This role also requires that the engineer supports all 3rd Level Firewall queries, implementations, configuration and support.

 

ROLE REQUIREMENTS

Administration

• Ensure cost effectiveness of new purchases and equipment.
• Maintain a master spreadsheet with all assets and IP information.
• Branch performance reporting on a Weekly, Monthly and Quarterly basis.
• Set up new users’ accounts and profiles and deal with password issues on Active Directory.

 

Microsoft Equipment

• Install and configure Microsoft equipment – servers.
• Optimise and manage Microsoft systems to ensure an efficient work environment.
• Troubleshooting network and connection issues.
• Installing and upgrading operating systems and computer software.
• Advising on hardware or software updates.

 

End-User Support

• Provide support to end users.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Provide basic training on computer operation and management.
• Support the roll out of new applications and devices (laptops, phones etc)
• Setup projectors & video conferencing during meetings, training session and presentations.

 

Other Systems

• Provide support to monitoring systems, printers, Wi-Fi, PABX, Zoom Conference
• Troubleshoot and escalate to 3rd Level support when required.
• Inspect the state of Server Room UPS to avoid power failure during power outages.
• This involves checking if all the functions of the UPS work.

Other Responsibilities:

• Proactive Monitoring – Monitor key components of the branch networks through monitoring tools.
• Vendor Management – Maintain relationship with technology, software and security vendors to ensure reliable delivery of services and systems.
• Process and Procedures – Evaluate and improve current process and procedures to continuously improve output.
• Standby Support – Ability to travel and work after hours when necessary.
• Project Management – Assist and manage any project related request.

 

JOB SPECIFIC REQUIREMENTS

KEY COMPETENCIES / PERFORMANCE DRIVERS

• Attention to detail
• Methodical and systematic approach
• Analytical Thinking
• Negotiation skills
• Innovation/critical judgement
• Problem solving and troubleshooting
• Strong communication skills
• Ability to work in a pressurised environment

 

TECHNICAL / PROFESSIONAL COMPETENCIES

• Computer, network and application knowledge
• Knowledge of network security
• Knowledge of best practice implementation
• Basic OS knowledge i.e.: MAC, Linux, Windows, MCSE

 

QUALIFICATIONS & EXPERIENCE

Qualifications

• IT related Degree / Diploma or Equivalent Experience
• A+/N+/Security+/MCSE/ITIL
• MCITP Experience or qualification Experience

EXPERIENCE

• FortiGate firewall Experience advantageous
• Project Management experience advantageous
• Linux experience advantageous
• 1 to 3 years technical experience in the relevant field

LEADERSHIP COMPETENCY REQUIREMENTS

• Self-Management