99 User Support jobs in Johannesburg

Overview

Operations Manager: End User Support at TIH. Responsible for the provision and coordination of day-to-day GIT End User Support operations, ensuring high levels of customer service and acting as an escalation point to Senior Management and support teams. Drive the team to be consistent, effective and high performing, and work with management to implement change and a culture of continuous improvement.

Responsibilities

• Leadership and Direction: communicate actions needed to implement the function's strategy and business plan within the team; align with the organisation's mission, vision and values; motivate the team to achieve local business goals.
• Service Culture and ITIL Adoption: create a service-oriented, highly-collaborative culture and ensure ITIL framework is adopted from an organisational level, starting with GIT.
• User and IT Support Management: manage a large user support area through a team of managers and supervisors; own all customer incidents or logged requests; ensure timely and effective responses via a structured incident and request management process; communicate during and after major incidents; ensure SLA testing aligns with business requirements.
• IT Support Focus: provide end-user support for Microsoft end-user systems, O365, Lenovo devices, remote user tools, meeting room infrastructure, VIP (C-Level) support; offer 1st and 2nd line support; provide off-hours support as required (weekends/holidays/on-call).
• Operations Compliance and Management: manage a significant operational area; support GIT strategy with operational plans; manage day-to-day first-line technical service desk operations; coordinate support processes and documentation; escalate major issues to Senior Managers; monitor compliance with policies and regulatory codes; track incidents to resolution in line with SLAs and ensure accurate call data.
• Stakeholder Engagement: identify and manage stakeholders up to top management; build service relationships and manage vendor relationships (Support/SLA) on an ongoing basis; collaborate with business leaders on system requirements, costs and timelines; communicate status on active problem records; partner with IT lifecycle owners to ensure consistent ITSM delivery.
• Organisational Capability Building: identify development needs, plan and implement actions to build capabilities; train, coach and mentor End User Support Leads and Engineers; schedule backup support and oversee staff activities; develop training materials as needed.
• Insights and Reporting: design and execute reporting strategies; prepare IT reports on operational fault logs, incidents and SLA performance; identify trends and recommend process changes; present findings to GIT Management for improvements.
• Performance Management and Budgeting: set performance objectives, monitor and improve service delivery against contracts and customer expectations; manage department performance; track budgets and assist with forecasting.
• Information Security: collaborate with Information Security to secure applications, systems and end-user infrastructure; monitor and maintain technology for reliability and security; identify and mitigate risks in the services organisation.

Qualifications

• Education: Grade 12 / SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential).
• Experience: 5+ years in Service Desk & Desktop Support operations; proven track record as a Technical Service Desk and Desktop Support Manager; experience managing End User Support teams; understanding of IP networks, firewalls, routing, Active Directory, Mimecast (advantageous).

Note: This description retains the original language and role context while improving structure and readability. It does not include non-essential boilerplate or job feed metadata.

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Operations Manager: End User Support page is loaded# Operations Manager: End User Supportlocations: Gauteng, Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 31, 2025 (21 days left to apply)job requisition id: JR # **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.***Job Purpose**Responsible for the provision and co-ordination of the day-to-day GIT End User Support operations. Ensure high levels of customer service and act an escalation point to both Senior Management and support teams. Drive the team to be consistent, effective and high performing. Work closely with various levels of management throughout the organisation to implement change and adopt formal incident management process activities while instilling a culture of continuous improvement.**Responsibilities**Leadership and Direction Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Create a service-oriented, highly-collaborative culture and ensure that the ITIL framework is adopted from an organisational level, with a starting point from GIT. User Support Manage a large user support area, typically working through a team of managers and supervisors, developing a user support plan and planning and organising complex user support activities to meet user support standards. Ultimate responsibility for ownership of all customer incident, or logged requests. Ensure a timely and effective response to user queries and problems through a well-executed request and incident management process through the effective use of IT systems and a professional End User Support function. Effectively communicate during and after major incidents. Ensure testing of SLA parameters to ensure alignment to business requirements. IT Support Drive support in the following key areas: Microsoft end-user systems; O365 enduser support; Lenovo end-user devices support; Remote user tools (Mobile Phones, VPN and other remote devices and technologies); Meeting and Conference room infrastructure; VIP support (C-Level and other VIP end users); 1st and 2nd line end-user support. Provide effective work support off-hours as required, including weekends, holidays, and 24/7 on-call responsibilities. Operations Compliance and Management Manage a significant operational area for the organisation. Support the overall GIT strategy by developing and delivering operational plans and outcomes for a large portion of the business. Drive the End User Support teams to instill a customer service culture that delivers. Day-to-day management of First line technical service desk and support to respond to Internal/external customer incidents and queries via email and phone. Manage and coordinate of support processes, procedures and support documentation. Escalate and inform Senior Managers of all major operational issues. Monitor and review performance and behaviors within the team, identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Track incidents to conclusion in line with SLAs and quality standards. Ensure End User Support teams accurately record call data. Stakeholder Engagement (Internal & External) Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Build service relationship with customersEnsure effective Vendor Management (Support / SLA) on an on-going basis. Collaborate with business leaders to discuss systems requirements, specifications, costs and timelines. Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Problem records. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organisation. Contribute to the architecture review board from technology onboarding review through implementation and operationalisation. Negotiate SLA's and OLA's with relevant stakeholder, to align with business requirement and strategy. Organisational Capability Building Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential. Train, coach and mentor the End User Support Leads and Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Insights and Reporting Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Prepare and coordinate the completion of various IT reports. To report on the status of operational fault logs and effects due to major incidents. To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis. Report breaches of Service Levels during business hours. Identify trends and change business processes to ensure overall SLA improvements. Present the reports back to GIT Management and address what the trend reports are showing for optimal improvements. Performance Management Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage Performance of service to ensure that service levels are achieved in line with contracts and that customers’ expectations are met. Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of GIT objectives. Budgeting Track budgets and report variances to more senior management. Provide input into forecasting. Information Security Collaborate with the Information Security team to ensure applications, systems, and end-user infrastructure is secured. Ensure technology is monitored and maintained to ensure maximum access and peak performance. Identify and mitigate risks in the services organisation**Education**Grade 12/ SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential)**Experience**5 years’ Service Desk & Desktop Support operational experience (Essential) 5 or more years' Proven track record as a Technical Service Desk and Desktop Support Manager (Essential); Experience and Understanding of IP networks traffic, firewalls, routing, Active Directories, Mimecast (Advantageous). 5 or more years' experience running and Managing End User Support teams (Essential)Our Work Experience is the combination of everything that’s unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They
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Location: ZA, GP, Johannesburg, Simmonds Street

Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery.

Qualifications

• A Degree in Information Technology

Experience Required:

• 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD Account Management and the Service Desk within large/medium size organisation.

#J-18808-Ljbffr

Location: ZA, GP, Johannesburg, Simmonds Street

Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery.

Qualifications

• A Degree in Information Technology

Experience Required:

• 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD Account Management and the Service Desk within large/medium size organisation.

#J-18808-Ljbffr

Overview Operations Manager: End User Support at TIH. Responsible for the provision and coordination of day-to-day GIT End User Support operations, ensuring high levels of customer service and acting as an escalation point to Senior Management and support teams. Drive the team to be consistent, effective and high performing, and work with management to implement change and a culture of continuous improvement. Responsibilities Leadership and Direction: communicate actions needed to implement the function's strategy and business plan within the team; align with the organisation's mission, vision and values; motivate the team to achieve local business goals. Service Culture and ITIL Adoption: create a service-oriented, highly-collaborative culture and ensure ITIL framework is adopted from an organisational level, starting with GIT. User and IT Support Management: manage a large user support area through a team of managers and supervisors; own all customer incidents or logged requests; ensure timely and effective responses via a structured incident and request management process; communicate during and after major incidents; ensure SLA testing aligns with business requirements. IT Support Focus: provide end-user support for Microsoft end-user systems, O365, Lenovo devices, remote user tools, meeting room infrastructure, VIP (C-Level) support; offer 1st and 2nd line support; provide off-hours support as required (weekends/holidays/on-call). Operations Compliance and Management: manage a significant operational area; support GIT strategy with operational plans; manage day-to-day first-line technical service desk operations; coordinate support processes and documentation; escalate major issues to Senior Managers; monitor compliance with policies and regulatory codes; track incidents to resolution in line with SLAs and ensure accurate call data. Stakeholder Engagement: identify and manage stakeholders up to top management; build service relationships and manage vendor relationships (Support/SLA) on an ongoing basis; collaborate with business leaders on system requirements, costs and timelines; communicate status on active problem records; partner with IT lifecycle owners to ensure consistent ITSM delivery. Organisational Capability Building: identify development needs, plan and implement actions to build capabilities; train, coach and mentor End User Support Leads and Engineers; schedule backup support and oversee staff activities; develop training materials as needed. Insights and Reporting: design and execute reporting strategies; prepare IT reports on operational fault logs, incidents and SLA performance; identify trends and recommend process changes; present findings to GIT Management for improvements. Performance Management and Budgeting: set performance objectives, monitor and improve service delivery against contracts and customer expectations; manage department performance; track budgets and assist with forecasting. Information Security: collaborate with Information Security to secure applications, systems and end-user infrastructure; monitor and maintain technology for reliability and security; identify and mitigate risks in the services organisation. Qualifications Education: Grade 12 / SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential). Experience: 5+ years in Service Desk & Desktop Support operations; proven track record as a Technical Service Desk and Desktop Support Manager; experience managing End User Support teams; understanding of IP networks, firewalls, routing, Active Directory, Mimecast (advantageous). Note: This description retains the original language and role context while improving structure and readability. It does not include non-essential boilerplate or job feed metadata. #J-18808-Ljbffr

Location: ZA, GP, Johannesburg, Simmonds Street Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery. Qualifications A Degree in Information Technology Experience Required: 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD Account Management and the Service Desk within large/medium size organisation. #J-18808-Ljbffr

Operations Manager: End User Support page is loaded# Operations Manager: End User Supportlocations: Gauteng, Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 31, 2025 (21 days left to apply)job requisition id: JR # **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.***Job Purpose**Responsible for the provision and co-ordination of the day-to-day GIT End User Support operations. Ensure high levels of customer service and act an escalation point to both Senior Management and support teams. Drive the team to be consistent, effective and high performing. Work closely with various levels of management throughout the organisation to implement change and adopt formal incident management process activities while instilling a culture of continuous improvement.**Responsibilities**Leadership and Direction Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Create a service-oriented, highly-collaborative culture and ensure that the ITIL framework is adopted from an organisational level, with a starting point from GIT. User Support Manage a large user support area, typically working through a team of managers and supervisors, developing a user support plan and planning and organising complex user support activities to meet user support standards. Ultimate responsibility for ownership of all customer incident, or logged requests. Ensure a timely and effective response to user queries and problems through a well-executed request and incident management process through the effective use of IT systems and a professional End User Support function. Effectively communicate during and after major incidents. Ensure testing of SLA parameters to ensure alignment to business requirements. IT Support Drive support in the following key areas: Microsoft end-user systems; O365 enduser support; Lenovo end-user devices support; Remote user tools (Mobile Phones, VPN and other remote devices and technologies); Meeting and Conference room infrastructure; VIP support (C-Level and other VIP end users); 1st and 2nd line end-user support. Provide effective work support off-hours as required, including weekends, holidays, and 24/7 on-call responsibilities. Operations Compliance and Management Manage a significant operational area for the organisation. Support the overall GIT strategy by developing and delivering operational plans and outcomes for a large portion of the business. Drive the End User Support teams to instill a customer service culture that delivers. Day-to-day management of First line technical service desk and support to respond to Internal/external customer incidents and queries via email and phone. Manage and coordinate of support processes, procedures and support documentation. Escalate and inform Senior Managers of all major operational issues. Monitor and review performance and behaviors within the team, identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Track incidents to conclusion in line with SLAs and quality standards. Ensure End User Support teams accurately record call data. Stakeholder Engagement (Internal & External) Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Build service relationship with customers Ensure effective Vendor Management (Support / SLA) on an on-going basis. Collaborate with business leaders to discuss systems requirements, specifications, costs and timelines. Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Problem records. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organisation. Contribute to the architecture review board from technology onboarding review through implementation and operationalisation. Negotiate SLA's and OLA's with relevant stakeholder, to align with business requirement and strategy. Organisational Capability Building Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential. Train, coach and mentor the End User Support Leads and Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Insights and Reporting Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Prepare and coordinate the completion of various IT reports. To report on the status of operational fault logs and effects due to major incidents. To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis. Report breaches of Service Levels during business hours. Identify trends and change business processes to ensure overall SLA improvements. Present the reports back to GIT Management and address what the trend reports are showing for optimal improvements. Performance Management Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage Performance of service to ensure that service levels are achieved in line with contracts and that customers’ expectations are met. Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of GIT objectives. Budgeting Track budgets and report variances to more senior management. Provide input into forecasting. Information Security Collaborate with the Information Security team to ensure applications, systems, and end-user infrastructure is secured. Ensure technology is monitored and maintained to ensure maximum access and peak performance. Identify and mitigate risks in the services organisation**Education**Grade 12/ SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential)**Experience**5 years’ Service Desk & Desktop Support operational experience (Essential) 5 or more years' Proven track record as a Technical Service Desk and Desktop Support Manager (Essential); Experience and Understanding of IP networks traffic, firewalls, routing, Active Directories, Mimecast (Advantageous). 5 or more years' experience running and Managing End User Support teams (Essential)Our Work Experience is the combination of everything that’s unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They#J-18808-Ljbffr

Location: ZA, GP, Johannesburg, Simmonds Street Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery. Qualifications A Degree in Information Technology Experience Required: 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD

Operations Manager: End User Support page is loaded# Operations Manager: End User Supportlocations: Gauteng, Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 31, 2025 (21 days left to apply)job requisition id: JR # **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.***Job Purpose**Responsible for the provision and co-ordination of the day-to-day GIT End User Support operations. Ensure high levels of customer service and act an escalation point to both Senior Management and support teams. Drive the team to be consistent, effective and high performing. Work closely with various levels of management throughout the organisation to implement change and adopt formal incident management process activities while instilling a culture of continuous improvement.**Responsibilities**Leadership and Direction Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Create a service-oriented, highly-collaborative culture and ensure that the ITIL framework is adopted from an organisational level, with a starting point from GIT. User Support Manage a large user support area, typically working through a team of managers and supervisors, developing a user support plan and planning and organising complex user support activities to meet user support standards. Ultimate responsibility for ownership of all customer incident, or logged requests. Ensure a timely and effective response to user queries and problems through a well-executed request and incident management process through the effective use of IT systems and a professional End User Support function. Effectively communicate during and after major incidents. Ensure testing of SLA parameters to ensure alignment to business requirements. IT Support Drive support in the following key areas: Microsoft end-user systems; O365 enduser support; Lenovo end-user devices support; Remote user tools (Mobile Phones, VPN and other remote devices and technologies); Meeting and Conference room infrastructure; VIP support (C-Level and other VIP end users); 1st and 2nd line end-user support. Provide effective work support off-hours as required, including weekends, holidays, and 24/7 on-call responsibilities. Operations Compliance and Management Manage a significant operational area for the organisation. Support the overall GIT strategy by developing and delivering operational plans and outcomes for a large portion of the business. Drive the End User Support teams to instill a customer service culture that delivers. Day-to-day management of First line technical service desk and support to respond to Internal/external customer incidents and queries via email and phone. Manage and coordinate of support processes, procedures and support documentation. Escalate and inform Senior Managers of all major operational issues. Monitor and review performance and behaviors within the team, identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Track incidents to conclusion in line with SLAs and quality standards. Ensure End User Support teams accurately record call data. Stakeholder Engagement (Internal & External) Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Build service relationship with customers Ensure effective Vendor Management (Support / SLA) on an on-going basis. Collaborate with business leaders to discuss systems requirements, specifications, costs and timelines. Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Problem records. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organisation. Contribute to the architecture review board from technology onboarding review through implementation and operationalisation. Negotiate SLA's and OLA's with relevant stakeholder, to align with business requirement and strategy. Organisational Capability Building Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential. Train, coach and mentor the End User Support Leads and Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Insights and Reporting Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Prepare and coordinate the completion of various IT reports. To report on the status of operational fault logs and effects due to major incidents. To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis. Report breaches of Service Levels during business hours. Identify trends and change business processes to ensure overall SLA improvements. Present the reports back to GIT Management and address what the trend reports are showing for optimal improvements. Performance Management Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage Performance of service to ensure that service levels are achieved in line with contracts and that customers’ expectations are met. Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of GIT objectives. Budgeting Track budgets and report variances to more senior management. Provide input into forecasting. Information Security Collaborate with the Information Security team to ensure applications, systems, and end-user infrastructure is secured. Ensure technology is monitored and maintained to ensure maximum access and peak performance. Identify and mitigate risks in the services organisation**Education**Grade 12/ SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential)**Experience**5 years’ Service Desk & Desktop Support operational experience (Essential) 5 or more years' Proven track record as a Technical Service Desk and Desktop Support Manager (Essential); Experience and Understanding of IP networks traffic, firewalls, routing, Active Directories, Mimecast (Advantageous). 5 or more years' experience running and Managing End User Support teams (Essential)Our Work Experience is the combination of everything that’s unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They#J-18808-Ljbffr