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

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

Job summary

An established industry player is seeking a dedicated IT Support Technician to provide technical assistance and maintenance for computer systems and audio-visual equipment. This role involves engaging with clients to ensure satisfaction while managing services on platforms like Office 365. You will be responsible for troubleshooting, supporting end-user devices, and utilizing remote management tools effectively. If you are passionate about technology and enjoy solving problems in a dynamic environment, this is the perfect opportunity for you to grow your career.

Benefits

Driver's License and Reliable Vehicle Required

Willing to Travel

Willingness to Assist Ad Hoc

Willingness to be on Standby

Working Shifts

Qualifications

• 2 years' experience in IT end user support with SLA call management.
• Certifications: A+, N+, ITIL Service Management.

Responsibilities

• Provide technical assistance and maintenance of computer systems.
• Implement preventative maintenance and monitor hardware/software.

Skills

Hardware/Software Installation

Customer Orientation

Hardware Troubleshooting

Problem Solving

Education

NQF 4: Grade 12 National Diploma

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

Tools

Office 365

Mimecast

Backup Solutions

Remote Management Tools

Job description

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

Special Requirements / Employment Conditions

Driver's 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, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.