FSO Support Engineer

SUMMARY:
A global client in the logistics industry is looking for an FSO Support Engineer to deliver skilled technical support while engaging in a diverse range of IT/OT related projects within a fresh and dynamic team, based in Sandton.

The successful candidate will be responsible for the support and maintenance of all IT-related hardware and software across the site campus, including network communications, servers, desktops, laptops, and printers. Additionally, they will assist in maintaining and configuring all OT infrastructure, including TMS, scales, CCTV, AACS, UPS, storage/backup solutions, power systems, mobile phones, and wireless devices installed onsite.

POSITION INFO:
Duties/Areas of Responsibility:
IT/OT Responsibilities:

• Promptly escalate IT issues to the IT/OT managers where necessary.
• Undertake small to medium-sized IT/OT projects as instructed by the line manager.
• Provide End User and Remote support to the region.
• Support and maintain Servers, Networks and technical rooms under instruction from global teams.
• Setting up and configuring new equipment in line with business expectations.
• Provide effective basic user training and new user inductions.
• Ensuring security and updates are applied correctly and kept up to end user equipment.
• Antivirus and security tools installation on all end User equipment ensuring signature updates are being applied successfully.
• Responsible for logging and tracking warranty repairs.
• Reporting faults and maintaining records on server and site outages.
• Completing internal user/desk moves including peripherals and printers, have an up-to-date inventory.
• Patching of network and phones.
• Ensuring neat and well-maintained desks, meeting rooms, comms and server rooms.
• Providing basic support and troubleshooting on APC and related UPS/Cabinet Power equipment.
• Complete daily site checks and keep site documentation up to date.

• Diagnose and resolve day to day technical issues.
• Adhere and actively work to maintaining global IT standards, guidance & policies.
• Install and troubleshoot authorised software & hardware.
• Ensure all IT equipment in meeting rooms are neat and in a functional state.
• Submit weekly update reports to line manager.
• Requesting and tracking of IT purchases.
• Assist in the coordination of IT service & maintenance vendors locally by following procedures.

• Contribute IT technical considerations to OT projects i.e. workstation management (patching)
• Adhere and actively work to maintaining global OT standards, guidance & policies.
• Ensure OT master documents are maintained such as OT systems lists, OT vendors list etc
• Assist in the coordination of OT service & maintenance vendors locally by following procedures.
• Conduct or contribute to annual OT audits such as access control reviews, OT security assessments etc.
• Assist in ensuring an OT security considerate culture by informing stakeholders of their responsibilities.
• Raise OT system issues with global managers such as out of support devices & downtimes.
• Support OT industrial networks by ensuring appropriate management and availability.

• Prepare documents, meeting materials and correspondence.
• Perform basic administrative support duties as required to meet specific operational objectives.
• Perform miscellaneous job-related duties as assigned by line manager.
• Work extra hours to meet deadlines, as required and where reasonable.
• Provide assistance and support to colleagues in IT/OT related matters.
• Ensure that a high level of customer service and support is provided to all internal and external customers

• 4-6 years’ experience and a computing qualification (degree or similar) in providing End User IT Support within a high-pressure environment.
• Critical national infrastructure/Commodity logistics/Oil & gas end user support experience would be advantageous.
• Strong communication and customer service skills across all levels of an organization. Proven ability to support end users on all levels, as well as collaborate with all levels of IT staff and suppliers to resolve third-party issues.
• Demonstrated ability to work independently and exercise strong technical and business judgment in mission critical IT support functions.
• Strong diagnostic/troubleshooting skills must have an abiding curiosity and interest in IT/OT.
• Driven to provide superior support. Demonstrated a true ownership mentality to service and problem resolution.
• Ability to be on-call on a scheduled basis; or as sometimes required work long hours to resolve client issues.
• Manage purchase requests, delivery notes, orders and invoices.
• Strong knowledge of Win 10/11 and Active Directory.
• Strong working knowledge of industry standard End User imaging and packaging.
• Exposure to managing & supporting OT infrastructure environments would be highly advantageous.
• Strong knowledge of Microsoft Office 2016 - 2019 required.
• Working knowledge of networking i.e. Wifi, routers, firewalls, switches such as Cisco, Citrix, Fortinet and VPN.
• Working knowledge of spyware/malware removal tools and techniques.
• Working knowledge of MS Intune applied to a mobile device a plus
• Ability to understand operational business process and how OT systems support this.
• Strong written and spoken English essential, additional languages advantageous.
• The following certifications are valued: