Consultant, Executive End User Support

This role calls for an accomplished technical support professional to join a leading financial services group in Johannesburg. You'll be tasked with providing a high level of dedicated support to the organisation's executives, acting as their trusted go-to for all technology-related challenges. Confidentiality and prompt resolution are paramount, ensuring that senior stakeholders can rely on seamless technological operation.

About the role

As a Consultant in Executive End User Support, your primary responsibility will be to deliver expert technical assistance to a demanding client base. This involves diagnosing and resolving a wide spectrum of issues, from everyday software queries to more complex hardware and network problems. You'll need to be adept at communicating technical information clearly and concisely to both technically proficient and less experienced users. A significant aspect of this position involves safeguarding sensitive information and maintaining executive productivity by ensuring their technology works flawlessly.

Furthermore, this role extends beyond individual executive support. You will also be expected to contribute to the broader End User Support team, sharing your knowledge and expertise. This collaborative element is key to enhancing the overall service delivery and fostering a culture of continuous improvement within the department. Mentoring and guiding colleagues will be an important part of your contribution, ensuring that the team operates at its highest capacity.

Your day-to-day activities will revolve around providing an exceptional support experience. This includes:

• Serving as the primary technical point of contact for executive-level users, addressing their technology needs with professionalism and efficiency.
• Troubleshooting and resolving issues related to Microsoft Office 365, operating systems, and various associated subsystems.
• Managing incidents and problems, from initial reporting through to final resolution, with a strong focus on achieving high levels of customer satisfaction.
• Maintaining strict confidentiality regarding all executive communications and sensitive information.
• Proactively keeping stakeholders informed about the progress of their technical issues, building trust and ensuring transparency.
• Leveraging Microsoft Office 365 tools for thorough documentation of incidents, creation of insightful reports, and clear communication of updates.
• Collaborating with other members of the End User Support team to share best practices, resolve complex issues, and uplift overall service quality.
• Providing guidance and mentorship to junior support staff, fostering their development and strengthening the team's collective capabilities.
• Applying analytical skills to dissect complex technical problems and interpersonal skills to foster effective working relationships.

What they're looking for

To excel in this role, you will need a robust foundation in advanced technical support. Candidates are expected to possess:

• Between 5 and 7 years of practical experience in an advanced support capacity, ideally within large or medium-sized organisations.
• Demonstrated experience with Active Directory (AD) account management and comprehensive end-user technical support.
• A strong understanding of and proficiency with Microsoft Office 365.
• The ability to diagnose and resolve issues across various operating systems and related subsystems.
• Excellent analytical skills for problem-solving and strong interpersonal skills for effective collaboration and communication.
• A proven track record of maintaining confidentiality and managing sensitive information discreetly.
• The capacity to work effectively as part of a team, establishing rapport and upholding high standards.
• The ability to articulate information clearly and manage incident and problem resolution efficiently.
• Familiarity with stakeholder management within an IT context.
• An understanding of identity and security compliance principles.
• While not strictly mandatory, relevant certifications such as Apple Certified Mac Technician (ACMT), CompTIA A+, ITIL Foundations v3, MCDST, or MCITP would be advantageous.

In South Africa, roles like this typically command competitive salaries, reflecting the specialised nature of executive support and the critical importance of maintaining high-level productivity. Employers often include large corporations in the financial services, telecommunications, and mining sectors. This position offers a significant opportunity for career growth, with potential pathways into IT management, specialised technical roles, or service delivery leadership.

• Licenses/ certification for Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified IT Professional (MCITP)
• 5-7 years' practical experience in an advanced support role within large/medium size organisation including experience in AD Account Management and End-User technical support
• Ensure confidential communication by discreetly updating stakeholders on issue progress, safeguarding sensitive information while reinforcing trust and keeping all relevant parties informed throughout resolution
• Analytical expertise to dissect problems and interpersonal strength to collaborate effectively, fostering open communication and solution-focused teamwork that drives problem-solving and enhances collective success
• Leverage Microsoft Office 365 to document incidents, create clear reports, and communicate updates effectively, ensuring documentation that supports transparency, accuracy, and efficient information sharing across stakeholders

Additional information

Behavioural Competencies:

• Team Working
• Establishing Rapport
• Upholding Standards
• Meeting Timescales
• Articulating Information

Technical Competencies:

• IT Knowledge 
• Written Communication 
• Incident & Problem management
• Stakeholder Management (IT) 
• Identity & Security Compliance