Tech Officer: Jnr Customer Engineer (FS)

BCX; George; On-site; ZAR 240,000 - 360,000; Full time

Job summary

BCX in George, Western Cape, is seeking a Field Technician to provide routine hardware service and remote diagnostics under close supervision, ensuring contract SLAs. You will install or remove hardware and software following installation plans, maintain the CMDB, and support colleagues remotely to resolve issues.

A valid driver’s license is required, and you must have at least 2 years’ hardware experience in retail, plus relevant certifications.

Qualifications

• Minimum 2 years’ experience attending to and installing hardware solutions in a retail environment.
• NQF 4: Grade 12 or National Diploma; CompTIA/MCSA/LPIC certs are advantageous.

Responsibilities

• Maintain the configuration management system (CMDB) and related hardware/software records.
• Execute the full range of tasks to operate and control installed hardware/software.
• Ensure tasks meet agreed service levels and customer requirements.
• Follow installation/removal plans and verify items match instructions.
• Install or remove hardware/software per instructions; verify items per plans.
• Provide remote technical support to colleagues using remote tools and Remedy.
• Diligently drive adherence to SLA commitments.

Skills

ICT Knowledge

Technology Consulting

Problem Solving

Customer Service

Teamwork

Education

NQF4 / Grade 12 National Diploma

Job description

Business unit, Department, Reporting

Business Unit: CPS

Department: Field Services

Reports to: Ops Manager: Onsite Operations (M/S6)

Core Description

Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.

Key Deliverables / Primary Functions

• Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)


• Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis


• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements


• Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.


• Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards


• Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy.


• Diligently drive SLA

Core Functional Skills & Capabilities

ICT Knowledge Technology Consulting Problem solving Customer Service Teamwork

Core Behavioural Competencies

Working with people Following instructions & procedures Applying expertise & Technology Delivering Results & Meeting customer expectations Achieving personal work goals & objectives Culture Match Job Match

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Experience

Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications

COMPTIA Microsoft Systems Associate or Engineer (MCSA or MCSE); Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.

Professional Memberships in Relevant Industry

Special Requirements / Employment Condition

Required to travel locally Drivers Licence and Reliable Vehicle - both required Ability to work extended /long hours as and when required

Workplace / Physical Requirements

Client Roaming Billable