OBJECTIVE OF ROLE
Continuously providing high quality first-line support and training to the SA Commercial user community, across all relevant devices, software systems and digital platforms.
KEY RESPONSIBILITIES
Digital Support
Support new products deployed by the Application and SecOps teams
Support virtual meetings and training sessions (internal and external)
Offer daily digital support to personnel
Provide training and guidance to external presenters who may be unfamiliar with Aspen's tools
Assist in the creation and maintenance of online forms and SharePoint sites
Assist in scheduling and coordinating online events
Support IT related and digital activities for business conferences
Continuous improvement of digital support services (from the logging process through to resolution)
Test AV Equipment before it is rolled out to the business
Assisting with any errors relating to any systems
Technical Support
Timeous escalation of hardware and software issues through the right channels
Assist employees with computer / mobile device issues
Assist with the setting up and distribution of new devices (laptops, desktops and mobile devices)
Provide guidance and support for office-based and remote users, including advising on troubleshooting home office connectivity issues
Provide support at Aspen office hubs when required
Work closely with the Project Management Office (PMO) and play an active role in the transition of IT-managed projects to the live environment
Setup & Operation: Install, configure, and operate sound systems, video cameras, and projectors for events or daily, consistent use in meeting rooms.
Technical Support: Provide real-time troubleshooting for AV equipment during live events, conferences, or in-office meetings.
Maintenance: Perform routine maintenance and repairs on microphones, cables, speakers, and video conferencing hardware.
User Support: Communicate with clients, presenters, or event planners to ensure technical requirements and production goals are met.
Inventory: Maintain an inventory of all equipment, including storing and organizing assets.
Call Management
Coordinate calls logged and queries raised on the various platforms available to users
Respond timeously to customer queries, complaints, calls and provide continuous user feedback
Knowledge management / Innovation
Continuous learning (ensure own knowledge of new platforms and systems)
Ensure that knowledge of new platforms and systems is proactively shared with end users
Actively drive digitalization
Knowledge sharing back to the relevant IT teams of issues found that can be avoided/eliminated / managed centrally
Support Innovation Pipeline
Requirements
EDUCATIONAL REQUIREMENTS
Matric (Grade 12)
Diploma / certificate in Information Technology field or equivalent work experience (3+ years) in an Information Technology environment.
KNOWLEDGE & EXPERIENCE REQUIREMENTS
Working in an IT environment, troubleshooting and performing technical tasks while dealing with a non-technical audience
Support for desktops, laptops, tablets and mobile devices
Experienced in Microsoft O365 Cloud applications
SOFT SKILLS AND COMPETENCY REQUIREMENTS
Effective planning, organising and co-ordinating
Excellent analytical skills
Strong capabilities in logical reasoning
Results driven
Effective problem solving and decision making
Independent and self-directed individual that can drive execution
Influencing capabilities
Effective interpersonal skills