End User Technician (EUC)

Reporting Line

BU Manager: Client Services

Main Job Purpose

As an End User Technician, your primary responsibility is to provide technical support and assistance to end users within the organisation and to the organisation’s clients, ensuring the smooth operation and functionality of their computing devices, software applications, boardroom equipment and any other device / peripheral categorised as end user device/s. Serving as the frontline support for IT-related issues, you play a crucial role in addressing user inquiries, troubleshooting technical problems, and resolving issues in a timely and efficient manner. You will be required to resolve incidents within the stipulated SLA’s. You will also be responsible for evaluating end user hardware and software compliance in tenders and quotes

Minimum Desired Qualifications

  • National Senior Certificate (Grade 12)
  • Four Year Degree or Diploma (In ICT)
  • Dell End User Technician Certificate
  • HP End User Technician Certificate
  • Certification in relevant IT areas such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent is preferred.

Minimum Desired Experience

  • Minimum of 2-3 years of experience providing technical support and assistance to end users in a corporate or client-facing environment.
  • Proficiency in diagnosing and troubleshooting hardware, software, and network-related issues across a diverse range of end user devices, including desktops, laptops, mobile devices, printers, and boardroom equipment.
  • Experience in evaluating end user hardware and software compliance requirements in tenders and quotes, with a strong understanding of procurement processes and technical specifications.
  • Demonstrated knowledge of ITIL best practices, including incident management, problem management, and change management processes.
  • Familiarity with ticketing systems and remote support tools for efficient incident tracking and resolution (Diopoint uses Manage Engine)
  • Strong customer service orientation with excellent communication and interpersonal skills, capable of effectively conveying technical information to non-technical end users.
  • Ability to work independently and collaboratively within a team environment, prioritising tasks and managing workload effectively to meet service level agreements (SLAs) and deadlines.
  • Experience with asset management and inventory control processes, including asset tagging, inventory tracking, and documentation of configurations.
  • Knowledge of IT security principles and best practices, including user access controls, data encryption, and malware protection measures, to ensure compliance with organisational security policies and regulatory requirements.

Minimum Desired Competencies

  • Technical Proficiency: Demonstrated ability to diagnose and resolve hardware, software, and network-related issues across a variety of end user devices and peripherals, including desktops, laptops, mobile devices, printers, and boardroom equipment.
  • Customer Service Skills: Strong customer service orientation with excellent communication, interpersonal, and active listening skills. Ability to empathise with end users, understand their technical concerns, and provide clear and concise instructions or solutions.
  • Problem-Solving Ability: Capacity to analyse complex technical problems, identify root causes, and develop effective solutions or workarounds in a timely manner. Adaptability to changing circumstances and the ability to think creatively to address unique challenges.
  • Attention to Detail: Meticulous attention to detail when evaluating end user hardware and software compliance requirements, as well as when documenting incidents, troubleshooting steps, and resolutions in ticketing systems or knowledge base articles.
  • Time Management: Strong organisational skills with the ability to prioritise tasks, manage workload efficiently, and meet service level agreements (SLAs) and deadlines in a fast-paced environment. Capacity to multitask and handle multiple support tickets concurrently.
  • Collaboration and Teamwork: Demonstrated ability to work effectively both independently and collaboratively within a team environment. Willingness to share knowledge, provide assistance to colleagues, and contribute to the collective success of the IT support team.
  • Adaptability and Learning Agility: Eagerness to stay abreast of emerging technologies, industry trends, and best practices in IT support. Openness to learning new skills and techniques to enhance technical proficiency and improve service delivery.
  • Compliance and Quality Awareness: Understanding of procurement processes and technical specifications, with the ability to evaluate end user hardware and software compliance requirements in tenders and quotes. Familiarity with relevant regulations, standards, and organisational quality policies pertaining to, but not limited to IT security and data privacy.
  • Documentation Skills: Proficiency in documenting incidents, troubleshooting steps, and resolutions accurately and comprehensively in ticketing systems or knowledge base articles. Ability to create user documentation, tutorials, and training materials to empower end users to resolve common issues independently.
  • Ethical Conduct: Commitment to upholding ethical standards and maintaining confidentiality when handling sensitive information or interacting with end users’ personal or business data. Adherence to organizational policies and procedures, as well as industry regulations and compliance requirements.

Responsibilities and Accountability

  1. Technical Support and Assistance:
  • Provide timely and effective technical support and assistance to end users within the organisation and to external clients, ensuring the smooth operation and functionality of their computing devices, software applications, boardroom equipment, and other end user devices.
  • Serve as the frontline support for IT-related issues, addressing user inquiries, troubleshooting technical problems, and resolving issues in a timely and efficient manner to minimise downtime and disruption to productivity. (within the prescribed SLA times)
  1. Hardware and Software Compliance Evaluation:
  • Evaluate end user hardware and software compliance requirements in tenders and quotes, ensuring alignment with organisational standards, technical specifications, and regulatory requirements.
  • Collaborate with procurement teams and other stakeholders to assess compliance criteria, provide technical expertise, and contribute to the development of accurate and comprehensive proposals and bids.
  1. Incident Management and Resolution:
  • Manage and prioritise incoming support tickets and service requests using ticketing systems, ensuring timely resolution and adherence to service level agreements (SLAs) and performance metrics. Diopoint currently uses Manage Engine.
  • Diagnose and troubleshoot hardware, software, and network-related issues encountered by end users, escalating complex or unresolved issues to higher-level support teams or vendors as necessary.
  1. Installation and Configuration:
  • Install, configure, image, and deploy hardware devices, software applications, and peripheral devices according to organizational standards and end user requirements.
  • Perform system upgrades, patches, and software installations to ensure end users have access to the latest features and security updates, while adhering to change management processes.
  1. User Training and Documentation:
  • Provide user training and guidance on the use of hardware and software tools, assisting end users in maximising their productivity and efficiency.
  • Create user documentation, tutorials, and knowledge base articles to facilitate self-service troubleshooting and empower end users to resolve common issues independently.
  1. Asset Management and Inventory Control:
  • Maintain accurate records of end user hardware and software assets, including inventory tracking, asset tagging, and documentation of configurations.
  • Coordinate with procurement and finance teams to facilitate the procurement, deployment, and retirement of IT assets in accordance with organisational policies and budgetary constraints.
  1. Security and Compliance Adherence:
  • Ensure adherence to IT security policies and procedures, including user access controls, data encryption, and malware protection measures, to safeguard sensitive information and mitigate security risks.
  • Collaborate with cybersecurity teams to identify and address security vulnerabilities, implement security best practices, and promote a culture of security awareness among end users.
  1. Customer Service Excellence:
  • Provide exemplary customer service to end users, demonstrating professionalism, patience, and empathy in addressing their technical concerns and inquiries.
  • Solicit feedback from end users to assess satisfaction levels, identify areas for improvement, and implement proactive measures to enhance the overall end-user experience.

 

NOTE

The above job profile identifies the key areas of responsibility of the position and is not all – encompassing description of duties and tasks. The job profile may be subject to review from time to time. The incumbent will be required to perform similar such duties and tasks in any area of the Service Desk as may be designated by management from time to time. The incumbent will at all times be required to render the highest level of courtesy and service to Diopoint even where such service may fall beyond the main duties or scope of this position.

Salary

Negotiable

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