EUS Back Office Support Engineer

What will you do?

Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in  an organisation.  Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. Prepares progress reports for all work performed.

What will make you successful in this role?

• Provide remote support to end users, ensuring the following:
  • Incidents and requests logged on the Sanlam call logging system are addressed promptly.
  • Each incident or request is updated with detailed information.
  • Clients remain operational within the established SLA.
  • Tickets contain sufficient information before being assigned to another support group.
• Look beyond symptoms to identify and resolve root causes.
• Follow instructions and procedures effectively.
• Engage in continuous learning and research.
• Identify opportunities to improve the resolution rate of tickets on the first contact.
• Contribute to the Knowledge Base.
• Assist Field Service Engineers (FSEs) in the field as needed.
• Identify recurring issues and incidents.
• Provide input to the Problem Management Forum.

Qualifications

• Grade 12
• ITIL qualification would be advantageous
• Microsoft qualification
• Hardware qualification

Experience

• Minimum of 5 years of experience in an IT Support Services environment

Technical Skills

SCCM:

• Application Management: Competent
• OS Deployment: Proficient
• Software Updates: Proficient
• Compliance: Competent
• Inventory Management: Competent
• Remote Control: Expert
• Proficient in understanding SCCM logs on endpoints.

Operating Systems:

• Microsoft Windows: Expert
• Apple macOS: Novice
• O365:
• Familiar with cloud computing concepts, including cloud models and service types like Software-as-a-Service (SaaS): Competent
• MS Office Suite: Expert in installation and troubleshooting
• MS SharePoint: Competent
• OneDrive: Expert

Microsoft Azure:

• Competent in Azure Fundamentals or actively studying towards Azure Fundamentals will be an advantage.

On-prem Active Directory:

• Knowledge of how to look up the following areas is essential:
• User Management
• Group Management
• Authentication
• Policy Management
• Computer management

Networking:

• Basic understanding of networking concepts.
  • Familiarity with LAN and WAN.
  • Understanding IP addressing (IPv4 and IPv6) and subnetting.
  • Familiarity with common protocols (TCP/IP, HTTP, SFTP, DNS).
  • Basic knowledge of network devices (routers, switches, firewalls).
  • Understanding of wireless networking and security measures.
  • Skills in troubleshooting common network issues.

Knowledge and Skills

Personal Attributes

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation