Tech Officer: Jnr Customer Engineer (FS)

BCX; Pinetown; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BCX in KwaZulu-Natal is seeking a Field Services technician responsible for routine hardware service and remote diagnostics under close supervision to meet contracted SLAs.

You will maintain CMDB, perform installs/removals, support fellow technicians via Remedy, and ensure adherence to installation plans and procedures. Travel within local area may be required.

Qualifications

• Minimum 2 years' experience in attending to and installing hardware solutions in a retail environment.
• NQF 4 qualification: Grade 12 or national diploma.
• Certifications such as COMPTIA, MCSA/MCSE and Linux LPIC/Certifications are desirable.

Responsibilities

• Maintain the configuration management system and CMDB using OS, hardware, tools and documentation.
• Operate and control installed hardware and software continually.
• Meet agreed service levels and customer requirements through efficient task execution.
• Follow installation plans for hardware/software and verify items per plans.
• Install or remove hardware/software following standards and using provided tools.
• Provide telephonic remote support to technicians and customers using Remedy.
• Diligently drive SLA.

Skills

ICT Knowledge

Problem solving

Customer Service

Teamwork

Remedy

Education

NQF 4: Grade 12 National Diploma

Tools

Remedy

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