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

BCXP; Vanderbijlpark; Hybrid; ZAR 25 000 - 45 000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where you'll provide vital assistance and maintenance for computer systems and audio-visual equipment. This role involves engaging with personnel at all levels, ensuring top-notch service delivery, and utilizing your problem-solving skills to troubleshoot and resolve issues efficiently. With a focus on customer satisfaction and proactive maintenance, you'll play a key role in supporting a hybrid work environment. This innovative firm values diversity and is committed to creating an inclusive workplace, offering you the chance to grow your career in a supportive atmosphere.

Benefits

Flexible working hours

Professional development opportunities

Health insurance

Travel allowances

Qualifications

• 2 years’ experience in IT end-user support with SLA call management.
• Certification in ITIL Service Management and Networking certifications.

Responsibilities

• Provide technical assistance and maintenance of computer systems.
• Implement preventative maintenance and troubleshooting for end-user devices.

Skills

Hardware / Software Installation

Customer Orientation

Hardware Troubleshooting

Problem Solving

Education

Grade 12 National Diploma

3-year Degree / Diploma in Information Technology

Tools

Office 365

Mimecast

Remote Management Tools

Job description

Business unit, Department, Reporting

Business Unit

Operate

Department

Digital Workplace Management (DWM)

Job grade

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, Disk Space, 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, encompassing end-user devices and Audio Visual 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

• 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

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 organization, both internal and external.

Special Requirements / Employment Conditions

• Driver's license and reliable vehicle - both required
• Willing to travel
• Willingness to assist ad hoc tasks
• Willingness to be on standby

Working Shifts

Workplace / Physical Requirements

Hybrid remote worker

Billable

BCX is an equal opportunity employer, committed to employment equity and diversity. Appointments will align with our employment equity plan, promoting the employment and advancement of designated groups, including people with disabilities.