Tech Officer: Customer Engineer (DWM) - Gauteng, Vereeniging

BCX; Vereeniging; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technology service provider is seeking a skilled IT Support Technician in Vereeniging to provide technical assistance and manage IT systems. The role includes preventive maintenance, troubleshooting, and customer engagement. The ideal candidate should have a Grade 12 National Diploma, at least 2 years' experience in end-user support, and relevant IT certifications. This position involves a hybrid remote working environment and requires a valid driver's license.

Benefits

Equal opportunity employer

Diversity and inclusion initiatives

Qualifications

• Minimum 2 years’ experience in IT end-user support.
• Understanding of SLA call management.
• Certifications such as A+, N+, ITIL Service Management.

Responsibilities

• Provide technical assistance and maintenance of computer systems.
• Liaise with external resources for incident resolution.
• Manage Services Administration on Office 365 and other solutions.

Skills

Hardware/Software Installation

Customer Orientation

Troubleshooting

Problem Solving

Education

NQF Grade 12 National Diploma

NQF 6 Degree/Diploma in IT

Tools

Remote Management Tools

Monitoring Tools

Job description

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

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

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.