Tech Officer: Customer Engineer (DWM)

BCXP; Lephalale; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BCXP is seeking an IT End-User Support specialist to provide technical assistance and proactive maintenance for client systems. You will manage incidents, perform root-cause analysis, and coordinate with 3rd party resources to resolve issues.

The role requires 2 years in IT support, relevant certifications, and a valid driver’s license with a reliable vehicle. On-site work in Lephalale, Limpopo, South Africa, supported by a structured service desk environment.

Qualifications

• 2 years’ experience in IT end user support with SLA familiarity.

Responsibilities

• Provide 1st and 2nd line end user IT support.

Skills

Hardware Installation

Software Installation

Customer Orientation

Hardware Troubleshooting

Problem Solving

SLA Awareness

Education

Grade 12

NQF 6 IT Degree/Diploma

Tools

A+

N+

ITIL

CCNA/E

MCSA/E

Job description

Select how often (in days) to receive an alert:

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc. Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising 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

• Implement preventative and proactive maintenance, including deploying and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
• Utilize available software or specialist monitoring tools accurately to maintain awareness and control of hardware and software.
• Engage and liaise with all personnel, including VIP personnel.
• Follow the escalation matrix and keep the customer informed.
• 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.
• 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.
• 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

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

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required