Infrastructure Support Specialist

About Absa Group

Absa Group offers a rich heritage of over a century, combining local banking proficiency with regional and international expertise. Joining Absa means embarking on a forward-thinking journey to shape Africa's financial future as part of a proudly African family.

Role Summary

The Infrastructure Support Specialist will be responsible for supporting all operations related to Desktop and Print Services, including disaster recovery, ATM infrastructure, and voice solutions. This role also entails managing user access to essential core and non-core applications for desktop users.

Key Responsibilities

• Install, upgrade, configure, and troubleshoot desktop operating systems and applications such as Microsoft Office and other specialized software.
• Maintain, configure, and resolve issues with services including Microsoft Exchange, PGP, Flexcube, Symantec antivirus, and file and print services.
• Manage and support hardware peripherals including phones, printers, scanners, faxes, and Card and PIN systems.
• Monitor server and resource utilization, executing preventive and corrective measures to ensure optimal performance.
• Maintain up-to-date antivirus protection on all PCs.
• Analyze trends and resolution speed of support issues, proactively suggesting system, product, or service enhancements.
• Ensure ATM systems provide maximum uptime and performance.
• Comply with change management protocols during software installations and upgrades.
• Provide expert-level support for resolving intricate end user hardware issues.
• Offer second-line hardware and ATM support, advising on parameter configurations.
• Implement group-mandated information security policies.
• Participate in User Acceptance and Operational Acceptance Testing related to end user installations.
• Support various projects throughout their lifecycle and assist in translating business requirements into IT solutions.
• Oversee migration activities related to infrastructure.
• Supervise maintenance activities for end user hardware.

Test Management Responsibilities

• Ensure thorough testing of all End User and ATM-related changes deployed to production.
• Collaborate with Release Analysts to assign and review testing tasks.
• Compile and evaluate testing deliverables, conduct installation procedure tests, and participate in functional, performance, and integration testing.
• Coordinate User Acceptance Testing (UAT), back-out testing, and post-release testing.
• Review supporting documentation and communicate test outcomes effectively.

Risk Management Duties

• Build and maintain relationships with the country IT Risk and Governance team to provide necessary support.
• Contribute to improving risk profiles by enhancing governance, controls, compliance, and risk management practices.

People Development

• Take ownership of personal performance development and prepare documentation for reviews.
• Identify training needs using skills matrices and develop plans in consultation with leaders.
• Complete required training and obtain relevant accreditations as necessary.

Qualifications and Experience

• Minimum 3 years of experience building and managing standardized desktop builds within large organizations (30,000+ employees) across diverse hardware and software environments.
• Experience within the Banking or ICT sectors.
• Strong understanding of technology strategies in the banking or financial services industries.
• Familiarity with ITIL V2/V3 standards.
• Ability to communicate effectively with stakeholders including business analysts, project leaders, architects, and developers.
• Proven teamwork, critical thinking, and confidence working across business and IT teams.
• Experience with thin/slim client technologies, desktop hardware, and associated peripherals.

Preferred Qualifications

• Relevant IT certifications, including ITIL certification.
• Technical knowledge of IT systems, applications, and network infrastructure.
• Demonstrated track record of success in similar roles and environments.

Education

Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies is mandatory.