IT Support Engineer

SUMMARY STATEMENT

We are seeking an IT Support Engineer to provide world-class, white-glove support to our employees.

This person will be responsible for delivering and supporting the latest technology while maintaining a high level of reliability. To be successful, this person must show initiative, be motivated by technology, and customer service delivery that builds trust while possessing great attention to detail.

This role requires a very high level of technical proficiency and requires an individual with presence and excellent written and verbal communication skills. You must be able to diagnose and resolve issues related to user devices, printers, video conferencing and collaboration technologies, business application software, telecommunication issues and potentially local network issues quickly, and effectively.

• You love building the best user experience; apart from being functional and insightful you, really want your work to be of high quality
• We won’t have to tell you much about what you do; your expert knowledge is up to date, or you can research and learn
• When it comes to the crunch, you love the pressure of an occasional healthy deadline.
• You’re fluent in English

KEY RESPONSIBILITIES

Monitoring

Continuous monitoring of systems and software is a critical part of being an NMG support engineer. Technical support engineers can use a variety of monitoring tools, both offensive and defensive. The goal is to be proactive.

Troubleshooting, diagnosis, resolution & escalation

Troubleshooting to find the source of an issue to solve the problem. Understand how to look for causality, diagnosing the issue & resolving it. Where applicable follow the correct escalation process. You will be responsible for communicating this process back to the client and following up.

Interacting with stakeholders

Handling cases with stakeholders who are experiencing hardware or software malfunctions. Handle the onboarding and offboarding processes and required support. Find proactive ways to address common support challenges in the business.

Technical Support

• Work with local service providers to configure hardware and operating system for new computers to NMG standards
• Oversee operating system management including routine updates and planning/management of longer-term infrastructure updates
• Software management (licensing, updates and configuration; scripting and automation), including ongoing liaison with Microsoft as required
• Policies and Procedures to be followed, updated, evaluated and maintained
• Perform project work as directed

REQUIREMENTS

• Strong organisational abilities and high attention to detail
• The ability to thrive within a small team whilst also working independently
• Agility in approach, reacting positively to change and shifting priorities
• Effective communication skills and the ability to collaborate cross-group or cross-geo
• Working well under pressure with excellent time management skills
• A passion for technical excellence and user experience
• Excellent analytical, process design and problem-solving skills
• Resourcefulness and troubleshooting aptitude
• Ability to communicate technical needs and solutions with non-technical staff
• 5+ years’ experience supporting Microsoft 365, internal desktop systems software and hardware, relevant Microsoft 365 Administration certifications, application training and incident ownership. Highly motivated to learn and build their career in the environment

COMPANY OVERVIEW

NMG Benefits provides consulting, actuarial and administration expertise in the healthcare and retirement fund environments, and this extends to financial planning for individuals. This allows NMG to provide an end-to-end solution across the healthcare, retirement fund and financial planning needs of employers and their employees.

We urge our clients to look at their employee benefits through an actuarial lens. Our goal is to ensure that the “common contract” between employer and employee – which sets out expectations of performance - is underpinned by informed policies that encourage productivity, loyalty, and an engaged employee but at the same time protect the future financial security of institutions that employ people.

At NMG, the leadership and staff realise that we have been placed in a position of privilege and trust to manage the well-being of our client’s financial futures. We are proud that more than 50 blue chip South African companies trust our advice and implement our recommendations.