IT Support Engineer- Africa

At ALS, we encourage you to dream big.

When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. 

Job Description

Job Title

Information Technology Support Engineer

Department

Southern Africa

Location

Johannesburg, South Africa

Business Unit

Geochemistry

Direct Report

IT Team Lead- Africa

Main Purpose of the Job

The Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Team Lead- Africa. The IT Support role will respond to all countries technical queries. Technical queries consist of helpdesk functions, troubleshooting, support IT projects as required.

Position in the Organisation

The primary objective of the Information Technology Support is to respond to all countries technical queries within the Sub Sahara region.

Scope of the Job          

The IT Support will be responsible for, but not limited to the following:

Compliance

• Practice the ALS Health and Safety Foundation Standards.
• Practice the ALS company core values.
• Abide by the ALS company policies and procedures.
• Abide by local legislative requirements at all times.

IT Responsibilities

• Respond to requests for technical assistance in person, via phone, and electronically.
• Perform Helpdesk functions.
• Troubleshoot computer hardware, software or network
• Install new software on user’s computers
• Clean, modify and repair computer hardware including monitors, keyboard and printers
• Support IT projects as required
• Provide instructions and continuous training to end users
• Develop procedures and supporting documentation as required

Help Desk

• Provide direct end-user support to personnel in ALS Laboratories – measured through the job closure rate in the Helpdesk application
• Ensure IT services are operating effectively for the locations identified – measured through incident rates, support calls and system availability
• Provide responsive frontline support via telephone, helpdesk and remote support systems – measured through customer feedback
• Identification and collation of IT asset information – measured through accuracy of helpdesk and equipment register records
• Proactively monitor a number of IT Systems to maintain Operational integrity.
• Solve a high percentage of requests at time of initial contact
• Keep personnel informed of the status of helpdesk jobs via follow-up calls during and after resolution
• Ensure helpdesk jobs are closed only after confirmation of resolution by the requesting party
• Encourage personnel to use helpdesk as first point of call for fault resolution
• New incoming tickets logged must be attended within three hours

Create and maintain user accounts as authorised

• Build and install hardware and software per the Group’s Standard Operating Environment
• Install and maintain printers, laptops and PCs
• Provide end user training and documentation (where required)

Competencies required for the role are as follows:

Behavioral Competencies

• Excellent interpersonal, planning and communication skills
• Maintain confidentiality and integrity
• Highly organised and flexible
• Sound decision making, problem solving and preventive measures skills
• Demonstrates accountability and a team player
• Ability to investigate, resolve and respond to queries
• Inspires and drives excellence in all aspects of work
• Interact and communicate in a respectful manner taking into consideration the diverse cultures

Technical Competencies

• Excellent numerical and analytical skills
• Strategic planning/thinking and implementation abilities
• Ability to multi task and meet challenging deadlines
• Effective communication skills both verbally and written within all levels of ALS and with the clients

Qualifications and experience

• Grade 12 required
• MCSE, A+, N+ or similar
• At least 2 years’ computers and networks experience within multinational companies
• Experience in both Domain and Workgroup environments,
• Networking (LAN, Wi-Fi)
• Router, Switch and network device configuration.
• Skills in French and English is advantageous
• Ability to travel

Working at ALS

The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.

Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence. 

At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us. 

We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Everyone Matters

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued.

ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request. 

Eligibility
To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa.

How to apply
Please apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.