SBV First Line Engineer Vacancies 2023 All New Update Vacancies in SBV

Provide First Level Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.

• Answer support queries either onsite, telephonically or via email
• Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application (Assign to the correct resolver group if unable to resolve the problem).
• Provide physical first level support and diagnostics, assisting second Level Expert’s and third Level Experts
• Administer user profiles and access rights.
• Handle assigned incidents effectively and efficiently.
• Check that call classification matches the call description.
• A detailed activity history must be entered into each call.
• Capture customer requests from varied inbound sources into the SBV Call management system.
• Issue users with a reference number for every incident logged.
• When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
• Update the call at least once a day with all correspondences and actions, to maintain a complete audit trail for future reference.
• Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.
• Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action.
• Troubleshoot and support users in respect of hardware and software.
• Support users in the use of company authorized software and applications support e.g. MS Office.
•  Assists with installation of printers and general support activities.
• Maintain planned maintenance schedule of all peripherals e.g. printers and scanners.
• Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment.
• Maintain network diagram and provide desktop Support to all SBV Users as required.
• Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
• Co-ordinate, install, set up and complete departmental moves with regards to IT equipment.
• Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration.
• Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts.
• Build new workstations, laptops, printers and any other required hardware configuration.

• Fulfil the role of SDA whilst on a shift rotation.

• Assist with the Installation, Maintenance and Management of All Related Software and Hardware
• Configure, set up and implement the relevant software on all PC’s and workstations (including virus software).
• Upgrade and maintain end-user software versions and equipment.
• Implement regular service packs and patches of all operating systems and associated software on desktops.
• Install, maintain and monitor virus software, download and implement updates on a regular basis.
•  Monitor installed software to check that approved software and applications are installed on PC’s, including operating systems.
• Apply prescribed standards consistently when installing software e.g. regional setting, language settings etc.

Adhere to the Relevant Policies and Procedures

• Apply best practice guidelines and policies, as defined by SBV e.g. follows predefined configurations.
• Adhere to all Service Desk and Client specific processes.
• Comply with all company policies and procedures i.e. will not provide unauthorised access to users.
• Administer user profiles and access rights and comply with security policies.
• Adhere to the Call Lifecycle Management Processes and Procedures.

Create and Maintain Relevant Registers and Reports

• Establish and maintain licensing register.
• Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
• Maintain register of all PC’s and associated software.
• Create and present progress reports to management as required.

Provide Professional and Efficient Communication to All Internal and External Stakeholders

• Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed.
• Provide excellent service with regards to assigned incidents.
• Communicate with relevant stakeholders in a professional and efficient manner.
• Support and encourage effective teamwork.
• Provide remote support to the Second Level Expert‘s.
• Respond to phone and email queries in a professional manner.
• Maintain customer-focus.

Minimum Requirements: Work Experience

• 3 years’ relevant experience within an IT Support environment, of which:
  • 2 years’ experience within a networking support, software and hardware support environment, and
  • 1 year experience within a call centre or service desk environment (Advantageous)
• 5 years’ experience supporting the following Microsoft technologies: Microsoft Operating systems (OS) e.g. Windows, Windows 7, Microsoft Office (Word, Excel, Outlook, Access, Projects, PowerPoint, etc.

Minimum Requirements: Education

• The latest Microsoft MCSE qualification.
• Must be able to use all Microsoft Office applications
• National Diploma in IT/ BSc in IT (Advantageous)
• Network related certificate (Advantageous)
• ITIL V3 Foundations (Advantageous)
• IT related Degree (Advantageous)