Job Description Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems and related products. Key deliverables include advanced troubleshooting and resolution of standard to highly complex technical issues; accurate incident logging, tracking and escalation; closed-loop customer communication; creation and maintenance of support documentation and known-error records; mentoring of End User Support staff; user training on hardware and software; and collaboration with IT and business project teams to deliver high-quality technology solutions. Qualifications Type of Qualification: First Degree Field of Study: Information Technology or related field Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST – Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP) Experience Required 5-7 years Solid experience in advanced support role within large/medium size organisation. Experience in AD Account Management and the Service Desk within large/medium size organisation. Behavioural Competencies: Articulating Information Following Procedures Producing Output Providing Insights Team Working Understanding People Upholding Standards Technical Competencies: Application Knowledge for Support Identity and Security Compliance Incident and Problem Management IT Knowledge IT Systems Service Level Management Stakeholder Management Technical Analysis Trouble Shooting Written Communication Additional Information Our Commitment to Diversity, Equity and Inclusion Standard Bank Group is committed to fair and inclusive employment practices. We aim to build a workforce that reflects the diversity of the communities we serve and welcome applications from candidates of all backgrounds, including people with disabilities. We strive to create an environment where everyone has an equal opportunity to contribute and grow.