IT Technical Support Engineer

• May 2015 - Present

IT Technical Support Engineer

• May 2015 - Present

Trainee Assets and LANDesk Administrator

• Aug 2019 - Aug 2021

• Configuring sites on the Asset Management System to discover all the devices installed on all sites.• Collate, record, reconcile and store all documentation received by and generated by the unit relating to asset management operations where site audits are done for the purposes of maintaining accurate information.• Ensure information is up-to-date, accurate and auditable.• Adhere to processes and procedures. Asset Tracking• Adhere to processes and procedures.• Participate in all Asset tracking Projects.• Ensure that all electronic and paper records of all works undertaken by the unit that involves assets are up to date and accurately maintained.• Compare and align with Remedy and SCS when assets have been moved or swopped.• Verification of newly installed assets and confirmation after deployment to be used for signoffs. Show less

Backline Support Engineer

• Mar 2010 - Apr 2015

• Monitor resolution of hardware and network call. • Remedy Call management, activity log and call resolution management Assist users to resolve issues telephonically. • Liaise with different role players, such as National, Provincial, Municipal users and private members of public regarding eNaTlS problems i.e. determining the nature of the problem and providing resolution. • Configuring of Routers and Switches, also working with ADSL, VPN, 3G Routers and hand in hand with SMME's throughout the country in assisting users where we can't assist remotely. • Liaise with 3rd party vendors such as Telkom, Fastnet, MTN and Vodacom • Interact with infrastructure teams and SMME to resolve calls timeously. • Assist SMME's with Deployments on site • Assist SMME's In VPN Cutovers, cablings etc • Conduct Month End Monthly Spreadsheet of Jobs Done through Out the Month by SMME's • Work according To SLA's that include 1 hour and some 3hrs with making sure that they do not miss. • Rating SMME's performance monthly • Accurate documentation management/control • Network and security monitoring using MSP and PRTG • Administer the Bitco telephone system Show less

First Line Support

• Aug 2006 - Jan 2009

• Log calls via CA Unicenter• Proactive call management• Follow up on calls in progress with clients when required• Follow up on resolved calls to confirm client satisfaction Ensure that calls are answered efficiently and effectively within SLA• Answer phones and capture data to the system• Provide first level IT support• Answer user questions in person and via phone on all company supported applications. Troubleshoot computer problems.• Determine source of computer problems (hardware, software, user access, etc.). Advise users on appropriate action.• Serve as liaison between staff and the technology department to resolve issues.• Provide recommendations on company application purchases.• Escalate problems to relevant managers when necessary• Log and communicate all incidents• Manage customer relationship and expectations• Compile daily and monthly reports for submission to the management team• Manage the day to day activities of the technicians in conjunction with the service manager• Always adhere to company’s policies and procedures• Monitoring and supervising contractors and Internal technicians to attend to the user's requests• Working with vodacom application, checking SIM cards problems• Loading starter packs onto the EVD manager system• Scanning users on IDU System to access the building Responsible for taking delivery of new assets and prepare them for users• Registering new assets Show less

First Line Support

• Aug 2006 - Jan 2009

• Log calls via CA Unicenter• Proactive call management• Follow up on calls in progress with clients when required• Follow up on resolved calls to confirm client satisfaction Ensure that calls are answered efficiently and effectively within SLA• Answer phones and capture data to the system• Provide first level IT support• Answer user questions in person and via phone on all company supported applications. Troubleshoot computer problems.• Determine source of computer problems (hardware, software, user access, etc.). Advise users on appropriate action.• Serve as liaison between staff and the technology department to resolve issues.• Provide recommendations on company application purchases.• Escalate problems to relevant managers when necessary• Log and communicate all incidents• Manage customer relationship and expectations• Compile daily and monthly reports for submission to the management team• Manage the day to day activities of the technicians in conjunction with the service manager• Always adhere to company’s policies and procedures• Monitoring and supervising contractors and Internal technicians to attend to the user's requests• Working with vodacom application, checking SIM cards problems• Loading starter packs onto the EVD manager system• Scanning users on IDU System to access the building Responsible for taking delivery of new assets and prepare them for users• Registering new assets Show less