Tech Officer: Customer Engineer (FS)

BCXP; Durban; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Technician to provide exceptional technical support for hardware deployed in various stores. This role involves attending to critical incidents, supporting junior technicians, and ensuring compliance with service level agreements. The ideal candidate will have a strong focus on customer service, a solid understanding of ICT, and the ability to solve problems efficiently. Join a dynamic team where your contributions will enhance client satisfaction and operational efficiency, making a significant impact in a fast-paced environment.

Qualifications

• At least 2 years of relevant experience in IT support.
• NQF 4: Grade 12 or National Diploma required.

Responsibilities

• Provide first-line support onsite, diagnosing IT infrastructure incidents.
• Attend to Severity Level 1 incidents promptly, ensuring first-time resolution.

Skills

Customer Focus

ICT Knowledge

Problem Solving

Teamwork

Education

NQF 4: Grade 12

National Diploma

Tools

CompTIA A+

Job description

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To provide technical support for incidents arising from the hardware deployed in the stores.

Key Deliverables / Primary Functions

1. Attend to Severity Level 1 incidents promptly for Maintenance resources, ensuring first-time resolution without return trips. For Installation resources, actively participate in all first-time installations and project rollouts, providing advice, training, and support for junior resources.
2. Provide first-line support onsite with clients, diagnosing and resolving incidents related to the IT Infrastructure deployed or to be installed in the stores for various clients.
3. Support junior technicians onsite when they encounter difficulties during incident resolution or installations.
4. Perform and advise on tasks related to operating and controlling installed hardware and software.
5. Ensure all tasks and procedures are executed effectively and efficiently to meet service levels or specific requirements.
6. Install or remove hardware and software following supplied instructions, tools, and standards.
7. Drive SLA compliance for all maintenance, non-maintenance incidents, and preventative maintenance.

Core Functional Skills & Capabilities

• Customer Focus
• ICT Knowledge
• Problem Solving
• Teamwork

Core Behavioural Competencies

• Job Match
• Culture Match
• Applying Expertise & Technology
• Following Instructions & Procedures
• Working with People

Minimum Qualifications

NQF 4: Grade 12 or National Diploma

Additional Education - Preferred / Advantage

Experience

At least 2 years of relevant experience

Certifications

• CompTIA A+
• A+

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement with both internal and external clients

Special Requirements / Employment Conditions

• Willingness to travel locally
• Driver's License and reliable vehicle required
• Ability to work extended or long hours when necessary