At our company, we believe in collaboration and innovation to drive exceptional results. Our Shared Services departmentsspanning IT, Finance, HR, Logistics, Digital, Marketing, and Field Marketingare essential to the growth of our industry-leading brands. We foster a high-performance culture where teamwork, accountability, and creative problem-solving are celebrated.
Our AVI IT Shared Services Division is the backbone of AVIs operational efficiency. As a proud SAP house, we utilise world-class ERP solutions to streamline operations and ensure seamless integration of technology across our businesses. The team is dedicated to maintaining robust systems and infrastructure, driving automation, improving processes, and safeguarding cybersecurity. By leveraging SAP and other cutting-edge tools, IT empowers our teams to work smarter, innovate, and deliver exceptional results.
Why Join Our Shared Services Team?
- Drive Growth: Support and contribute to the success of our industry-leading brands.
- Collaborative Culture: Thrive in a team-oriented environment that values accountability and innovation.
- Impact & Growth: Play a key role in our brands' success while advancing your career in a supportive setting.
- Shape the Future: Make a meaningful difference and help us shape the future of our business.
Reporting Structure
- Reports to: Field Engineering Team Lead
- Direct Reports: None
- Develop strong interpersonal and technical skills sets for career growth
- To contribute to the overall achievements of the required SLA by maintaining agreed personal targets
- Maintaining customer service standards by answering all call tickets promptly, remaining courteous and professional at all times
- Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products
- Takes ownership of user problems. By performing on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed
- Ensures that IT assets via management hardware are kept accurate and up-to-date, with necessary patch levels
- Develop strong partnerships to gather and share knowledge with team members, colleagues, users and other technical groups
- Escalate any problems/potential issues to direct line management
- Document instances of hardware failure, repair, installation, and removal
- Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts
- Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
- Be able to work with external and internal teams on projects
- Liaise with, and provide training and support to, end users and staff on equipment operation and other issues
- Ensures that when necessary service tickets are appropriately escalated to the relevant department and managed
- Maintains OLAS with the various user departments and enterprise 3rd parties. Raise issues when resolution is not moving forward inside the appropriate timeframe
- Maintains service level agreements
- Raise P1 incidents immediately to Incident Manager and to ensure effective communication
- Identify and learn appropriate software and hardware used and supported by the organization
- Awareness of SLA (Service
- Interact with suppliers e.g. Nashua, Xirox etc.
- Attention to detail, understand instructions and follow accordingly
Experience that set you up for success:
- 5 to 8 years working experience in a similar Field Engineering role
- At least 5 years experience in hardware equipment support experience with HP and Dell
- At least 5 years experience supporting handheld devices and tablets such as iPhones and iPads
- 3 years experience dealing with Executives in a corporate environment
- Reliable vehicle
- Able to standby every 7 weeks
Qualifications & Certifications that will contribute to your success:
- Matric/Grade 12
- A+ Certificate
- N+ Certificate
- MCSA or MCSE
- Diploma in IT
- CompTIA
- Networking
- Must be prepared to be temporary re-assigned and/or promoted due to extended illness, personal emergency or business necessity
- Experience supporting handheld devices and tablets such as iPhones, iPads and MacBooks
- Technical knowledge of corporate, networking and other hardware including ADSL, 3G, HSDPA
- Comprehensive hands-on hardware troubleshooting experience
- Extensive hardware equipment support experience with HP and Dell
- Working technical knowledge of current network protocols, operating systems, software, and standards
- Ability to operate tools, components, and peripheral accessories
- Able to read and understand technical manuals, procedural documentation, and OEM guides
- Ability to conduct research into hardware products and issues as required
- Vid-con and boardroom checks
- Able to work standby every 6 weeks
At the heart of our AVI Shared Services Divisions is a commitment to excellence, collaboration, and continuous improvement. Here, youll have the opportunity to work with talented professionals across multiple disciplines, allowing you to grow professionally. If you are passionate about making an impact, solving complex problems, and collaborating with others to drive excellence, this is the place for you.
