Outputs:
- Troubleshoot and resolve complex end-user issues across hardware, software, and network domains.
- Administer and support enterprise systems such as Active Directory, Microsoft 365, and endpoint management tools (e.g., Intune, SCCM).
- Perform root cause analysis for recurring incidents and recommend long-term solutions.
- Support and maintain endpoint security solutions including antivirus, encryption, and vulnerability management.
- Provide Level 2 support for escalated technical issues and coordinate with infrastructure and application teams.
- Participate in system upgrades, patch management, and software deployments.
Service Management
- Ensure resolution of incidents and service requests within agreed timelines.
- Maintain and monitor SLAs for end-user support services.
- Document and improve end-to-end service management processes.
- Collaborate with infrastructure and application teams support to ensure system uptime and user satisfaction.
- Support the implementation of IT changes that require end user support.
Risk, Governance and Regulatory
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
- Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
People Development
- Continuously assess personal training needs and contribute to the creation and execution of development plans that enhance technical and service capabilities.
- Engage in performance review discussions, offering constructive feedback and seeking input to support mutual growth and improvement.
- Support team operational continuity by participating in leave planning and ensuring adequate coverage for business-as-usual activities.
- Actively share knowledge and provide mentorship to junior team members to foster a collaborative and skilled support environment
Education and Experience Required
- A bachelor’s degree, preferably BSc (Computing /IT), or any other equivalent
Subject Matter Expert Qualifications
- Minimum 3 years’ hands-on experience in IT support, service management, or technical operations within a corporate environment.
Knowledge & Skills:
- Operating Systems Support (Windows, MacOS)
- Hardware Troubleshooting (PCs, laptops, printers, mobile devices)
- Software Installation & Configuration (Microsoft 365, browsers, business applications)
- Network Fundamentals (Basic LAN/WAN, Wi-Fi troubleshooting)
- Active Directory Management
- Remote Support Tools (e.g., Teams, SCCM, Remote Desktop)
- Ticketing Systems (e.g., ServiceNow)
- Endpoint Security (antivirus, encryption, patching)
- ITIL Foundation Knowledge (incident, problem, change management)
- Incident Diagnosis & Resolution
- Prioritization of Issues
- Documentation of Solutions & Workarounds
- Communication & Interpersonal Skills
- Empathy and Patience
- Understanding of Business Processes
- Keeping Up with IT Trends
Education
Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)
