Purpose of the Role

The EUC Engineer will be responsible for providing more advanced technical support either remotely or physically to help end-user resolve issues with computer hardware and software by responding to inquiries and requests. Troubleshoots, diagnoses, and addresses problems as well as identifies and implements appropriate IT solutions to enable proper functioning. Implements and delivers IT services to meet the business needs of internal and external users. This role is based in Cape Town Tygervalley.

Overview of Role Responsibilities (Level 1-13)

Faults Diagnosis and Correction- Level 5 - Application
Provide fault isolation and resolution to limit and address issues promptly.

User Support- Level 5 - Application
Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.

Technical Database Support- Level 5 - Application
Design distribution of basic database resources and provide physical modeling and design services to tune database applications for optimum performance.

Client and Customer Management (Internal)- Level 5 - Application
Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.

Business Requirements Identification- Level 5 - Application
Support collection of business requirements using a variety of methods, such as interviews, document analysis, and workflow analysis, to express requirements clearly and succinctly.

Required Skills

IT Support - Fully Competent
Works with full competence to monitor, diagnose and fix problems with technology products. Typically works without supervision and may provide technical guidance.

Service Delivery - Fully Competent
Works with full competence to deliver required services to the required standards. Typically works without supervision and may provide technical guidance.

Troubleshoots Technical Issues - Fully Competent
Works with full competence to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works without supervision and may provide technical guidance.

Technical Support - Fully Competent
Works with full competence to identify, diagnose and resolve technical problems in line with prescribed solution options. Typically works without supervision and may provide technical guidance.

IT Testing - Fully Competent
Works with full competence to design, execute and report on systems/service tests to ensure that an application functions as specified in the requirements. Typically works without supervision and may provide technical guidance.

Perform Gap Analysis - Fully Competent
Works with full competence to conduct gap analysis between current and future states to identify components of the overall change strategy. Typically works without supervision and may provide technical guidance.

General Experience

Experienced practitioner able to work unsupervised (Minimum 2 years)

Managerial Experience

Not applicable

Education

Required Behavioural Competencies