Tech Officer: Call Desk Consultant

BCXP; Cape Town; Remote; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking an IT Support Technician to provide remote support and assistance to clients. In this role, you'll diagnose and resolve technical issues, ensuring client satisfaction through effective communication and problem-solving skills. With a focus on maintaining high standards of professionalism, you'll track and manage technical queries while escalating recurring issues to management. This position offers a great opportunity to grow your expertise in a supportive environment, making a significant impact on client experiences. If you're passionate about technology and customer service, this role is perfect for you.

Qualifications

• At least 2 years of experience in hardware support and installation.
• Relevant industry certifications are advantageous.

Responsibilities

• Remotely investigate technical issues and provide resolutions.
• Track and route logged problems and requests.
• Maintain high standards of accuracy and professionalism.

Skills

ICT Knowledge

Problem Solving

Effective Communication

Customer Focus

Education

Grade 12 (NQF Level 4)

Relevant industry certifications

Tools

CompTIA A+

Microsoft Certified Systems Administrator (MCSA)

Linux LPIC-1

Linux LPIC-2

Job description

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Job Title: IT Support Technician

Overview

Provides remote support and assistance to BCX clients. Responsible for diagnosing root causes of technical issues and delivering appropriate solutions that meet client needs.

Key Deliverables / Primary Functions

1. Remotely investigate technical issues and provide resolutions.
2. Follow up on all outstanding queries promptly according to SLA standards.
3. Redirect problems or incidents to the appropriate resource.
4. Identify and escalate recurring problems to management.
5. Track and route logged problems and requests.
6. Update the call logging system with resolved incidents.
7. Maintain high standards of accuracy and professionalism when engaging with clients.

Core Skills & Capabilities

• ICT Knowledge
• Problem Solving
• Effective Communication
• Customer Focus

Core Behavioral Competencies

• Decisiveness & Action Initiation
• Teamwork
• Application of Expertise & Technology
• Culture and Job Fit

Minimum Qualifications

Grade 12 (NQF Level 4) or equivalent.

Preferred Additional Education

Relevant industry certifications are advantageous.

Experience

At least 2 years of experience in hardware support and installation within a retail environment.

Certifications

• CompTIA A+
• Microsoft Certified Systems Administrator or Engineer (MCSA or MCSE)
• Linux LPIC-1 and LPIC-2, Linux Certified Administrator, or CompTIA Linux+

Professional Memberships

Memberships in relevant industry associations are a plus.

Work Conditions

Ability to work extended hours as required.