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

BCXP; Johannesburg; Hybrid; ZAR 250 000 - 300 000; Full time

Job summary

A technology services company in Johannesburg is looking for a skilled IT Support Specialist. The role involves providing technical assistance, system maintenance, and supporting users in a hybrid remote work environment. Candidates must have a national diploma, relevant certifications, and at least a year of experience in IT support. Strong customer service skills and technical troubleshooting abilities are essential.

Qualifications

• 1 year experience in IT end user support with an understanding of SLA call management.
• Engagement with all levels within the organization, internal and external.
• Drivers Licence and Reliable Vehicle required.

Responsibilities

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

Skills

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 Service Management

CCNA / E

MCSA / E

Job description

Business unit, Department, Reporting

Business Unit

Operate

Department

Digital Workplace Management (DWM)

Job grade

OP2

Core Description

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.

Provide service 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 u nderstanding 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

Willing to travel

Working Shifts

Willingness to be on standby

Workplace / Physical Requirements

Hybrid Remote Worker

Billable