Tech Officer: Call Desk Consultant

BCXP; Remote; ZAR 400 000 - 500 000; Full time

Job summary

A leading tech support company based in South Africa is looking for a professional to provide remote support for clients. The role involves investigating technical issues, ensuring timely follow-ups on queries, and maintaining high professionalism in client interactions. Minimum qualifications include Grade 12 and 2 years' experience in hardware solutions within a retail environment, with certifications like CompTIA A+ being advantageous. The ideal candidate will have a strong focus on problem-solving and communication skills.

Qualifications

• Minimum 2-years’ experience in hardware solutions within the retail environment.
• Applicable industry certification will be an advantage.

Responsibilities

• Remotely investigate technical issues and provide resolution.
• Follow up on outstanding queries timeously as per the SLA.
• Redirect problems to the appropriate resource.
• Identify and escalate recurring issues to management.
• Track and route logged problems and requests.
• Update resolved incidents on the call logging system.
• Maintain accuracy and professionalism when engaging with clients.

Skills

ICT Knowledge

Problem solving

Communication

Customer Focus

Education

NQF 4: Grade 12

Tools

CompTIA A+

Microsoft Systems Associate or Engineer (MCSA or MCSE)

Linux LPIC (1 and 2)

Certified Linux Administrator

CompTIA Linux+

Job description

Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs

Key Deliverables / Primary Functions

• Remotely investigating technical issues for the client and providing resolution.
• Following up on all outstanding queries timeously as per the SLA per client.
• Redirecting any problems or incidents that may occur to the correct resource.
• Identifying and escalating recurring problems and situations to both the management team.
• Tracking and routing logged problems and requests.
• Updating resolved incidents on the call logging system.
• Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.

Core Functional Skills & Capabilities

• ICT Knowledge
• Problem solving
• Communication
• Customer Focus

Core Behavioural Competencies

• Deciding & Initiating Action
• Working with people
• Applying expertise & Technology
• Culture Match
• Job Match

Minimum Qualifications

OR NQF 4: Grade 12

Experience

Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications

• Applicable industry certification will be an advantage
• CompTIA A+
• Microsoft Systems Associate or Engineer (MCSA or MCSE);
• Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required