Tech Officer: Jnr Customer Engineer (DWM) - Fixed Term Contract

BCX Zambia; Johannesburg; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT services provider in Johannesburg is seeking a Technical Support Specialist to provide technical assistance and maintain computer systems. Key responsibilities include troubleshooting, installation, and engaging with clients for effective service delivery. Candidates should have a Grade 12 diploma, relevant IT certifications, and experience in IT support. The position offers a hybrid work environment and requires a valid driver's license and willingness to travel.

Qualifications

• 1 year experience in IT end user support.
• Understanding of SLA call management on service desks.
• Drivers Licence and Reliable Vehicle required.

Responsibilities

• Provide technical assistance and maintenance of computer systems.
• Implement preventative and proactive maintenance.
• Perform root cause analysis and troubleshooting across systems.

Skills

Hardware/Software Installation and management

Customer Service

Hardware Troubleshooting

Problem solving

Education

NQF 4: Grade 12 National Diploma

NQF 4: Grade 12 National Diploma in Information Technology

Tools

A+

N+

ITIL Certification

CCNA/E

MCSA/E

Job description

Core 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.

Key Deliverables / Primary Functions

• Implement preventative and proactive maintenance, including implementing, deploying, and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
• Facilitate the resolution of 3rd party Incidents by liaising with external resources (3rd Party Management).
• Perform root cause analysis and troubleshooting across systems to resolve incidents.
• 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, providing continuous feedback until resolution.
• Assist with 1st and 2nd level EUM support by troubleshooting and supporting applications and devices.

Core Functional Skills & Capabilities

• Hardware/Software Installation and management
• Customer Service
• Hardware Troubleshooting
• Problem solving

Core Behavioural Competencies

• Job Match
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Working with people
• Presenting and Communicating information

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Education - Preferred / Advantage

NQF 4: Grade 12 National Diploma in Information Technology

Experience

1 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
• Working Shifts
• Willingness to be on standby

Workplace / Physical Requirements

• Hybrid Remote Worker
• Billable