South Africa Job Openings

Sanlam

IT SUPPORT TECHNICIAN I

Bellville

FULL TIME

October 11, 2024

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

Provide End User Support for End Point Devices(Remote and Face to Face Support) at the Sanlam Major Sites according to the agreed Client Service SLA. This will include the effective support of Incidents, Requests and Service Requests(SRS). Ensure maximum uptime and productivity for all users(Minimum downtime/impact for users as result of IT issues and requests within SGT’s control)

What will make you successful in this role?

Assist users with day to day IT issues
Providing End User Support to End Users
Quality Incident Resolution
Regular and timeous feedback to user on the progress of outstanding incidents, requests and SRS's(Verbally and including updating of the relevant Incident, Request or SRS on the Call Ticket System)
Assist to get new users operational on End User Devices as per the Requests from Business
Ensure that all Software is working correctly before handing over a new workstation to the End Users
Troubleshooting Application issues including MS Teams and MS Office
Escalating issues that cannot be resolved timeously
Updating and concluding incidents, requests and Service Requests on the CA and SRS system within the agreed SLA
Provide Remote support to End Users (Including WFH users)
Managing and supporting incidents logged within SLA agreements
Provide feedback and update outstanding Open incidents and requests logged on CA
Providing First Line Support diagnosis and support for Output Device services
Contribute to the End User Knowledge Base
Escalating re-occurring incidents and providing input to the End User Problem Management Forum
Ad Hoc assistance with Projects and Application Releases if and when required

Qualification and Experience

Qualification:

Matric
ITIL(V3/4)
Relevant OEM Certification
Relevant Hardware Certification
Relevant MS Certification

Experience:

3 - 4 Years experience in IT software and hardware, Desktop and Laptop support
Basic Knowledge of Active Directory and SCCM
Basic knowledge of ITIL practices
M365
Web Browser(Chrome, MSEdge & IE)
Zscaler
Anti-Virus Software
Basic Operating System knowledge
Output Device Support
Team Viewer
Basic Network Troubleshooting skills
Service Management and Call Ticketing systems(Eg. CA Unicenter and BMC)

Knowledge and Skills

Computer installation and repairs

Reporting and Administration

Services Knowledge

Problem Tracking tool

Technologies

Personal Attributes

Communicates effectively - Contributing dependently

Decision quality - Contributing dependently

Action orientated - Contributing dependently

Optimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as Mi Way and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Drives results - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

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