Wednesday, 25 January 2017

IT Custom Engineer Intern Opportunity at Aspen 2017

The IT Custom Engineer Intern, under the guidance of managers and peers, will provide a service to the business to ensure that the IT server, desktop infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems to restore services to the business promptly within defined service levels.


SPECIFIC OUTCOMES / ACCOUNTABILITY:
  • Provide a service to the business to ensure that the IT server and desktop infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems
  • Restore services to the business by managing incidents to resolution.
  • First line support for incidents
  • Maintains and monitors the Group IT infrastructure environment.
Identify Problems and Errors
  • Identifies problems and errors prior to or when they occur.
  • Log all such incidents and in a timely manner with required level of detail with all the necessary parties. 
 Ensure Resolution of incidents and requests
  • Investigates support calls assigned to them and identify the root cause of the incidents and problems.
  • Ensure that efficient and comprehensive resolution to incidents are adhered to.
  • Where necessary they will escalate to Senior Engineers.
 Operations
  • Ensure that the server and desktop infrastructure is configured, installed, tested and operational
  • Assist with the provision of desktop and server administration and support
  • Assist with maintaining the relevant IT Service Level Agreements (SLA)
  • Assist with ensuring correct call logging and escalation procedures are followed
  • Assist with logging and implementing changes in the IT environment
  • Assist with maintaining the configuration management database (CMDB)
  • Adhering to all ITIL processes implemented (incident, change, problem, asset and configuration etc)
  • Be aware of changes in strategic objectives and ICT requirements
  • Analyse Aspen’s IT needs and advise on certain solutions in conjunction with the relevant competencies
  • Ensure to keep current with the relevant technology requirements, including training
  • Assist with maintaining the configuration management database (CMDB)
  • Compile all relevant documentation required (standard operating procedures, work instructions, etc.)
People
  • Provide assistance, information, or other support to build and maintain relationships
 Customer
  • Build and maintain meaningful client relationships by assessing how clients think and feel
  • Identify client needs prior to client contact so that needs can be timeously met and professionally handled
Requirements
QUALIFICATIONS & EXPERIENCE:
  • Grade 12
  • Diploma or Degree in Information Technology
  • MCSE/A+/N+ Certifications (must have)
SKILLS AND ATTRIBUTES:
  • Demonstrate the ability to adapt to change and to think innovatively
  • Display good verbal and written communication ability
  • Demonstrate the ability to engage with a variety of stakeholders
  • Possess good planning and time ability
  • Demonstrate the ability to cope under pressure
  • Demonstrate Solution and Service Knowledge
  • Demonstrate Learning and Service Orientation
  • Demonstrate excellent attention to detail
  • Demonstrate proactive management
BEHAVIOURAL:
  • Required to strictly comply with all processes and procedures.
  • Must display a strong service orientation and strive to meet and exceed what is expected of them. Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
  • Makes Good Decisions
  • Foster Consumer and Customer Commitment
  • Accountability / Ownership
 PEOPLE
  • Communicate Effectively
  • Deals with ambiguity/ embraces change
 SELF
  • Take Action with integrity
  • Continuously grows and develops

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