Tech Officer: Customer Engineer (DWM) - Fixed Term Contract - KwaZulu-Natal, Richardsbay

BCX Zambia; Vanderbijlpark; Hybrid; ZAR 30 000 - 50 000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Technician to provide exceptional technical assistance and maintenance of computer systems. This role involves engaging with clients, managing incidents, and ensuring minimal downtime through proactive maintenance and troubleshooting. You will utilize your skills in hardware/software installation and customer orientation to enhance service delivery. If you are eager to work in a hybrid environment and are ready to tackle challenges in IT support, this is the perfect opportunity to grow your career in a dynamic workplace that values diversity and inclusion.

Benefits

Hybrid Work Environment

Training and Development Opportunities

Health Insurance

Flexible Working Hours

Qualifications

• 2 years’ experience in IT end-user support with SLA call management.
• Certifications: A+, N+, ITIL Service Management, CCNA/E.

Responsibilities

• Provide technical assistance and maintenance of computer systems.
• Implement preventative maintenance and manage services on Office 365.

Skills

Hardware/Software Installation

Customer Orientation

Hardware Troubleshooting

Problem Solving

Education

NQF 4: Grade 12 National Diploma

NQF 6: 3-year Degree/Diploma in Information Technology

Tools

Office 365

Mimecast

Remote Management Tools

Job description

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Business unit, Department, Reporting

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Date: 6 May 2025

Location: Vanderbijlpark, Gauteng, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit: Operate
Department: Digital Workplace Management (DWM)
Job grade: OP1

Core Description

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment, etc. Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair, etc., while minimizing equipment downtime and ensuring client satisfaction. Manage Services Administration on Office 365, Mimecast, and Backup Solutions. Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents.

Key Deliverables / Primary Functions

1. Implement preventative and proactive maintenance, including deploying and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
2. Utilize available software or specialist monitoring tools accurately to maintain awareness and control of hardware and software.
3. Engage and liaise with all personnel, including VIP personnel.
4. Follow the escalation matrix and keep the customer informed.
5. Take ownership of Incidents and Service Requests, ensuring resolution and providing continuous feedback, including the ability to perform root cause analysis and troubleshooting across systems.
6. Assist with 1st and 2nd level EUM support, including application and device troubleshooting and support, which is not limited to the support of end-user devices but also encompasses Audio Visual support equipment.
7. Utilize approved remote management tools to provide remote support for end-user devices, addressing application and device troubleshooting and support.

Core Functional Skills & Capabilities

• Hardware/Software Installation and management
• Customer Orientation
• Hardware Troubleshooting
• Problem solving

Core Behavioural Competencies

• Job Match
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Presenting and Communicating information
• Working with people

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Education - Preferred / Advantage

NQF 6: 3-year Degree/Diploma/National Diploma in Information Technology

Experience

2 years’ experience in IT end-user support with an understanding of SLA call management on different service desks.

Certifications

A+, N+, Certification in ITIL Service Management and Service Delivery modules, ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E). HP, Dell, Lenovo, Mustek products will be advantageous.

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement with all levels within the organisation, internal and external to the business.

Special Requirements / Employment Conditions

Drivers License and Reliable Vehicle - both required
Willing to travel
Willingness to assist ad hoc
Willingness to be on standby
Working Shifts

Workplace / Physical Requirements

Hybrid Remote Worker
Billable

BCX is an equal opportunity employer, and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, including people with disabilities, while building an inclusive workforce that embraces diversity.