IT Support Engineer – Cape Town

We are seeking an IT Support Engineer to provide world-class, white-glove support to our employees. This person will be responsible for delivering and supporting the latest technology while maintaining a high level of reliability. To be successful, this person must show initiative, be motivated by technology, and customer service delivery that builds trust while processing great attention to detail.

Company Overview

The NMG Group is a global advisory and intermediary firm focused exclusively on the financial services sector. Established in 1992, NMG has enjoyed rapid expansion internationally and now has over 800 employees in 18 cities worldwide. Our guiding principle is to always ‘Find a Better Way’.

NMG Consulting is a leading multinational insurance, reinsurance and investments consultancy, integrating consulting, insights and analytics. Our consultants provide strategy consulting, insights, analytics and actuarial services to financial institutions including banks, insurers, reinsurers and fund managers.

We are constantly evolving and the range of work that we do challenges and expands our peoples’ knowledge at lightning speed. Our flat, team-based structures encourage participation from all experience levels – everyone is encouraged to contribute, regardless of their role. We advocate hearing different points of view, collaboration and constructive debate.

Summary Statement

This role requires a very high level of technical proficiency and requires an individual with presence and excellent written and verbal communication skills. You must be able to diagnose and resolve issues related to user devices, printers, video conferencing and collaboration technologies, business application software, telecommunication issues and potentially local network issues quickly, and effectively.

- You love building the best user experience; apart from being functional and insightful you, really want your work to be of high quality.
- We won’t have to tell you much about what you do; your expert knowledge is up to date, or you can research and learn.
- When it comes to the crunch, you love the pressure of an occasional healthy deadline.
- You’re fluent in English.

Role

IT Support Engineer

Location:

Cape Town

Industry:

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Key Responsibilities

  • Monitoring - continuous monitoring of systems and software is a critical part of being an NMG support engineer. Technical support engineers can use a variety of monitoring tools, both offensive and defensive. The goal is to be proactive

  • Troubleshooting, diagnosis, resolution & escalation - troubleshooting to find the source of an issue to solve the problem. Understand how to look for causality, diagnosing the issue & resolving it. Where applicable follow the correct escalation process. You will be responsible for communicating this process back to the client and following up

  • Interacting with stakeholders - handling cases with stakeholders who are experiencing hardware or software malfunctions. Handle the onboarding and offboarding processes and required support. Find proactive ways to address common support challenges in the business

  • Technical Support - work with local service providers to configure hardware and operating system for new computers to NMG standards. Oversee operating system management including routine updates and planning/management of longer-term infrastructure updates

  • Technical Support - software management (licensing, updates and configuration; scripting and automation), including ongoing liaison with Microsoft as required. Policies and Procedures to be followed, updated, evaluated and maintained. Perform project work as directed

Competencies, Qualifications & Experience

  • Basic Microsoft Applications and Windows troubleshooting. Good knowledge of best practices and IT operations

  • Demonstrates ability to manage stakeholders. Able to take on and deliver projects

  • Proven ability to work on own initiative and prioritise workload and make decisions under pressure

  • Strong interpersonal and communication skills, both written and verbal with an interest in developing client relationships

  • 5+ years’ experience supporting Microsoft 365, internal desktop systems software and hardware, relevant Microsoft 365 Administration certifications, application training and incident ownership. Highly motivated to learn and build their career in the environment

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