IT Support Engineer

Business Unit

Discovery Central Services

Function

IT Service Desk Support & Administration

Group

Discovery – Group Information Services / Technology Services

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

Key Purpose

To effectively support, manage and resolve all hardware, software and networking Incidents, Changes, and Requests at 3rd line, within agreed Service Levels and with a focus on continually improving Customer Experience across the Discovery global user community.

Actively support ongoing Shift-Left Initiatives to ensure improved capabilities within Remote Support, Service Desk and optimized Level Zero support offerings.

Act as a project resource for all Technology Service Project Roll Outs, Service Improvements and New Service Take-Ons.

Areas of Responsibility

• Fulfil functions of IT Support Engineer (Regional)
• Ensure the clients required IT functionality is met with no redo of work.
• Resolve logged tickets according to the service Level Agreement.
• Work within a team to contribute to the Department’s service delivery.
• Contribute to the overall team performance by meeting individual SLA each month
• Escalate problematic incidents timorously.
• Support to back-office teams with all outages at main office / Franchise offices and Satellite offices. This includes but is not limited to Networks, Audio Visual, Data Centre, SRMT, Security.
• Liaising with 3rd party vendors
• Complete all projects or tasks successfully within the time frame assigned.
• Travel and support of regional Franchise office’s including Discovery Stores and qualifying remote sites. Duties include but not limited to desktop support, server support and maintenance, data centre support and maintenance, site moves, new site setups and remote support.
• Extended Exec support and travel to Exec residence where required (Discovery Execs visiting or staying in a region for extended period).

Personal Attributes and Skills

Technical Skills

Education and Experience

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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