Junior Support Engineer – Durbanville

Full Time

The IT Support junior is responsible for troubleshooting and resolving all IT issues – whether hardware or software-related – and providing feedback within the agreed upon times to the IT Helpdesk Operators, as well as both internal and external stakeholders alike.

Office and Desktop Support
• Resolve incidents within the specified SLA time and in a timely fashion
• Provide clear and detailed updates on incidents as well as clear resolutions
• Address all FLIs with a documented resolution
• Perform server room clean-ups, ensure link lights are flickering on switches and all IT equipment within the office is kept neat and tidy
• Keep all office topologies updated and loaded on the Wiki
• Complete office checklists, take photos and upload onto the share as per the Server Room Check schedule
• Ensure servers are installed correctly and labelled correctly
• Conduct necessary checks on Ops laptops and ensure they are in working order
• Provide Ops with assistance via the relevant communication platform within the specified SLA time

Product Support
• Resolve incidents within the specified SLA time and in a timely fashion
• Address all FLIs with a documented and effective resolution, and in a timely fashion
• Ensure that all support documentation per support tier is complete and up to date
• Ensure that all support tiers have been trained on the relevant documentation within their tier
• Update store universes and add stores to Zabbix
• Attend MDTZ, effectively provide updates and ensure tickets are logged for any issues raised

Projects
• Set up project tasks step by step on JIRA
• Successfully completed tasks allocated to a sprint within the sprint and effectively execute tasks
• Always attend sprint planning, retros and stand-ups and provide clear, detailed feedback
• Sufficiently document projects and ensure that it is reviewed by the relevant support tier
• Successfully test projects internally along with the Product Owner in a sandbox environment before they are rolled out to pilot stores
• Ensure that projects are successfully tested in “pre-prod” phase/environment by IT, the Product Owner, support tiers and supporting departments before being rolled out to the production environment
• Ensure that projects are completed and rolled out within a reasonable timeframe

Team environment and collaboration
• Take accountability for work within your department and product
• Transfer knowledge and help others within the team.
• Regularly attend meetings where your presence is required
• Effectively manage time spent on tasks and complete tasks in accordance with priority level

Training and skills development
• Self-research sufficient materials, tools and resources for training
• Continuously improve skills and knowledge through approved study methods and self-training
• Assist with training initiatives to upskill your fellow team mates

  • Matric / Grade 12 or equivalent qualification essential
  • Minimum 1 year relevant experience in a similar role
  • Technical qualification, A+, N+, MCSE
  • Diploma in IT with LINUX + / LPIC and CCNA
  • Excellent understanding of MS Office (Word, Excel, PowerPoint, etc.)
  • Valid driver’s license and own reliable transport
  • Initiative
  • Understanding of TCP/IP
  • Excellent understanding of the OSI model
  • Strong Problem solving & Analytical skills
  • Ability to multitask
  • Technical understanding of IT infrastructures
  • Good knowledge of PC’s and fault finding
  • Integrity
  • Interpersonal skills
  • Teamwork
  • Communication skills (Verbal and Written)

R10 000 p.m.

Only SA citizens based in Cape Town need apply.