Shangule Hlulani Firstance

MDD Account Remote support

• Responds to queries (calls logged by the client)
• Providing first-line support for Game store users across the country, responding to user service requests, and ensuring quick resolution.
• Run diagnostic programs to resolve problems and ensure that the user/client requests are actioned and completed within SLA
• Provide support to the software, hardware, and network-related issues
• Provides technical assistance over the phone and remotely (using Kaseya BOMGAR, SCCM, ZOOM, MS TEAMS remote tool) to end-users
• Software installation and network troubleshooting
• Rejoining the computers to the domains.
• Removing computers from AD.
• Adding/moving computers to the correct OU
• Perform diagnostics and troubleshooting of system issues
• Installation of printers, printer drivers and ensure SAP printing
• Assist with MS Office 365 Outlook setup of user emails on both F3 and E3 licenses
• Installation and configuration of FortiClient VPN
• Close resolved tickets/calls on Astea and Service Now(SNOW)
• Walked clients/users through basic troubleshooting tasks.
• Escalate issues to relevant teams for further assistance

Antivirus Security updates

• Ensure that all MDD employees are protected from viruses by:
• Installing and verifying Kaspersky Antivirus Software
• Configure and Update Kaspersky antivirus software on every endpoint

Patch management (windows updates)

• Run all the necessary checks
• Scan for available/missing patches released by Microsoft for specific machines
• Install the recommended patches
• Verify the compliance results

• Handling inbound and outbound calls by assisting clients with E-Fuel queries
• Troubleshooting and resolving software and hardware issues on the site
• Providing remote support
• Programming and managing of pump access tags
• Logging calls, tracking and managing the progress of all open calls and making sure the calls are attended to within SLA (Service Level Agreement)
• Handling escalation and queries from account managers
• Pulling transactions from all sites using Postec 4COM Manager
• Exporting transactions (XML format) using FileZilla FTP Client

Edcon Account (Helpdesk Technician)

• Responds to queries (calls logged by the client)
• Provide technical assistance and support related to computer systems, hardware, or software
• Reimaging the computers and doing the deployment.
• Software installation and hardware replacement and network troubleshooting
• Rejoining the computers to the domains.
• Run diagnostic programs to resolve problems and ensure that the user/client requests are actioned and completed within SLA
• Initiate deployments on terminals
• Run version fix for incomplete deployments
• Replicating terminals using SQL
• Run database recovery to fix corrupted files
• Complete change management

• Provide client support and technical resolution
• Configure the client‘s equipment
• Install and troubleshoot network and local printers
• Configure software windows installation
• Provide training to clients in the use of systems and application
• Obtain general understating of OS and application operations
• Install Microsoft office and other company’s applications offered services
• Perform regular updates on the server
• Provide support on transversal systems (SAP, Data ease)
• Resolve LAN and WAN connectivity issues
• Wireless configuration and Configure 3G APN settings
• Smartphone configuration
• Create use profile and join the client to the domain
• Assist clients remotely
• Research and learn about new software related to the organization
• Updating and managing incidents
• Keep track of calls, their progress, and priority