Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for an experienced Global Markets Support Technician to join our dedicated team at our Johannesburg offices. Standard Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.
Job Purpose
•Provides Tier 1, 2 and Tier 3 system administration, desk side, and network support
•Manage and monitor the incident life-cycle for Incidents Platinum support customers either raised by or affecting platinum support customers from the opening to closing of an incident, thereby ensuring incidents are resolved within agreed service level timeframes and parameters
•Provide first and second level support to customers for all end-user related queries
•Troubleshooting/debugging software and hardware problems related to the operating system or supporting applications, drivers, and services
•Provide highest levels of customer service and attention are provided
•In-depth knowledge of Windows 7 operating systems and operating system troubleshooting.
•In-depth of Office products.
•Experience with SCCM
•Managing and maintaining the Amulet System that is built around the Dell M1000e chassis containg the M620 servers knowledge would be an advantage.
•Solid experience with trading applications (Bloomberg, Eikon etc)
•Manage and monitor the incident life-cycle for Incidents Platinum support customers either raised by or affecting platinum support customers from the opening to closing of an incident, thereby ensuring incidents are resolved within agreed service level timeframes and parameters
•Provide first and second level support to customers for all end-user related queries
•Troubleshooting/debugging software and hardware problems related to the operating system or supporting applications, drivers, and services
•Provide highest levels of customer service and attention are provided
•In-depth knowledge of Windows 7 operating systems and operating system troubleshooting.
•In-depth of Office products.
•Experience with SCCM
•Managing and maintaining the Amulet System that is built around the Dell M1000e chassis containg the M620 servers knowledge would be an advantage.
•Solid experience with trading applications (Bloomberg, Eikon etc)
Key Responsibilities/Accountabilities
The incumbent shall be accountable to perform the work that pertains to one or more of the following processes:
a. Process Ownership
• Maintain the Platinum Support process for the organisation in alignment with the organisational standards, and in conjunction with the Process Architecture and Governance Area
• Participate in team initiatives and planning. Help to drive strategic initiatives within the Platinum Support for Group Service Delivery.
b. Process Execution
• Responsible for assuring users are provided efficient and timely incident resolution on a 24x7 basis
• Update the central source of information enabling Support Technicians to recover outages with minimal disruption to expected service levels
c. Process Measurement & Reporting
• In conjunction with Service Quality Assurance , define, plan and implement metrics to measure the value provided by the Platinum Support
d. Relationship Management & Leadership
• Relationship Management:
o Build relationships with team members
o Drive a “high-performance culture”
o Agree Key Result Areas with Manager
o Communicate all appropriate information timeously
• Establish a succession plan for the technician role
e. Customer Satisfaction
o Build and manage key relationships between the Platinum Support Team, Group Service Delivery and other support areas
a. Process Ownership
• Maintain the Platinum Support process for the organisation in alignment with the organisational standards, and in conjunction with the Process Architecture and Governance Area
• Participate in team initiatives and planning. Help to drive strategic initiatives within the Platinum Support for Group Service Delivery.
b. Process Execution
• Responsible for assuring users are provided efficient and timely incident resolution on a 24x7 basis
• Update the central source of information enabling Support Technicians to recover outages with minimal disruption to expected service levels
c. Process Measurement & Reporting
• In conjunction with Service Quality Assurance , define, plan and implement metrics to measure the value provided by the Platinum Support
d. Relationship Management & Leadership
• Relationship Management:
o Build relationships with team members
o Drive a “high-performance culture”
o Agree Key Result Areas with Manager
o Communicate all appropriate information timeously
• Establish a succession plan for the technician role
e. Customer Satisfaction
o Build and manage key relationships between the Platinum Support Team, Group Service Delivery and other support areas
Preferred Qualification and Experience
• Information Technology Certification Related field or External Certifications
• ITIL Foundation Certification
• A+ N+
Experience:
• Solid Experience in a high care / advanced support role for a Large / Medium sized organisation
• Minimum of 2 years experience managing a similar function
• ITIL Foundation Certification
• A+ N+
Experience:
• Solid Experience in a high care / advanced support role for a Large / Medium sized organisation
• Minimum of 2 years experience managing a similar function
Knowledge/Technical Skills/Expertise
Knowledge:
•Excellent insight for Identifying, understanding and resolving IT issues
•Knowledge of the techniques and methods employed in customer service
•Knowledge of the concept, techniques and theories associated with service delivery, the relationship and interaction across the various functions of an IT system or architecture, associated principles and practices, methods and techniques
•Knowledge in client specific applications such as : Bloomberg ; Reuters and Java will be an advantage.
•Requirement in managing Active Directory and NAS share permissioning is vital.
Global Markets Support Technician, Johannesburg
•Excellent insight for Identifying, understanding and resolving IT issues
•Knowledge of the techniques and methods employed in customer service
•Knowledge of the concept, techniques and theories associated with service delivery, the relationship and interaction across the various functions of an IT system or architecture, associated principles and practices, methods and techniques
•Knowledge in client specific applications such as : Bloomberg ; Reuters and Java will be an advantage.
•Requirement in managing Active Directory and NAS share permissioning is vital.
