Associate Customer Engineer X2

Purpose of the Job : Reporting to the Lead : Business Support, the successful incumbent is responsible for providing IT end-user support to internal and external users of RAF ICT services.

Key Performance Areas

1. Ensure IT Services are Accessible to Internal and External RAF customers
2. Attend IT incidents and requests.
3. Setting up of user's machines.
4. Configure new equipment.
5. Adopt proactive approach to prevent problems from arising.
6. Ensure compliance to OHS when setting up.
7. Escalate problems to Senior Officer : Technology Support where necessary.
8. Provide Desktop Support
9. Provide software and hardware configuration according to business requirements.
10. Conduct troubleshooting, maintenance, upgrades and other activities required for efficient working of computer systems.
11. Undertake maintenance and repairs on damaged and repairable hardware.
12. Management of Multifunctional Devices and Scanners
13. Establish connection and access to MFD and Scanners for all users.
14. Identify problems; log calls with Service Desk and escalate matters to Senior Officer : Technology Support.
15. Manage replacement of consumables in the region.
16. Provide Network and Telephone Support
17. Replace faulty devices.
18. Provide 1st line support telephone infrastructure.
19. Provide 1st line of network support.
20. Participate in power failover testing.
21. Asset Management
22. Undertake audits of hardware and software assets.
23. Conduct Bi-annual asset verification.
24. Adherence to asset management policy
25. AV Support
26. Attend to AV requests.
27. Attend to 1st line AV problems and escalate matters to Senior Officer : Technology Support.
28. Reporting
29. Provide input to IT Operations reports.

Qualifications and Experience

1. National Diploma in Information Technology related qualification.
2. Microsoft Certified (Any) will be advantageous.
3. AWS Cloud Practitioner Foundational will be advantageous.
4. Relevant 2 years' experience in system support.

Technical and Behavioral Competencies Required

1. Planning, organising and coordinating.
2. Personal mastery.
3. Judgment and decision making.
4. Ethics and values.
5. Client service orientation.
6. Citrix knowledge advantageous.
7. Willingness to travel and extra hours.