Tech Officer: Junior Customer Engineer

BCXP; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BCXP is seeking an IT Service Desk professional to identify, log, resolve and allocate IT incidents and requests. You will work within SLAs, capture interactions in the ITSM system, and assign tickets to relevant support groups.

The role requires 2 years’ experience, ITIL Foundation, and a Grade 12/NQF4 with a helpdesk mindset. This is a full-time, office-based position in the Finance IT unit reporting to the Manager of Operations.

Qualifications

• Minimum qualification of Grade 12/NQF4 with a diploma preferred.
• 2 years’ experience in IT Service Desk or remote/on-site desktop support.
• ITIL Foundation certification is advantageous.

Responsibilities

• Respond to incidents via phone, email, or portal within SLA.
• Capture interactions in the ITSM system and classify tickets.
• Analyse, resolve incidents, and escalate per process templates.
• Provide professional IT Service Desk support to BCXP clients.

Skills

Customer Focus

Time management

IT Desktop support

Troubleshooting

IT Infrastructure

Education

Grade 12 / NQF4 Diploma

Tools

A+

N+

Job description

Select how often (in days) to receive an alert:

Shift Team is responsible for real-time oversight, coordination, and management of service incidents impacting the organisation’s priority customers and critical services.

The role ensures that incidents are identified, prioritised, escalated, and communicated effectively, enabling rapid restoration of services and maintaining service quality commitments.

Key Deliverables / Primary Functions

Monitor incident queues, alarms, and service management tools to identify service-impacting incidents.

Proactively identify incidents affecting priority customers and critical services.

Ensure incidents are correctly logged, categorised, and prioritised.

Escalate incidents according to defined incident management escalation procedures.

Engage senior technical teams, management, and vendors when required.

Ensure escalation timelines are adhered to.

Provide timely and accurate incident updates to internal stakeholders and service management teams.

Ensure incidents are properly updated throughout the lifecycle.

Maintain accurate records of actions taken, teams engaged, and timelines.

Ensure restoration times and service impacts are clearly recorded.

Core Functional Skills & Knowledge

Customer Focus

Core Behavioural Competencies

Delivering Results

Meeting customer expectations _Operational and Tactical

Decision Making

Communication and Impact

Minimum Qualifications

NQF 4: Grade 12 National Diploma Additional Qualification preferred or advantage

Experience

2 years’ experienceCertifications

ITILFoundation

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Interact directly with internal & external clients

Special Requirements/ Employment Condition

Ability to cope under pressure

Workplace/Physical Requirements

Full-time Office Based position

Business unit, Department, Reporting

Business Unit: Finance

Department: Internal IT

Reporting: Manager of Operations (Internal IT)

Core Description

To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels.

Key Deliverables / Primary Functions

Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
Capture all customer interactions into the IT Service Management system.
Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates
Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed.
Follow up on ticket resolution to ensure compliance to service level agreements
Provide technical support in adherence to quality standards and customer service excellence.
Provide professional and empathetic IT Service Desk service to BCX customers

Core Functional Skills & Capabilities

IT Infrastructure

Time management

IT Desktop and application support

Troubleshooting

Customer Focus

Core Behavioural Competencies

Following instructions & procedures

Applying expertise & Technology

Coping with pressures & setbacks

Working with people

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• At least 12 months experience in IT Service Desk or active remote and on-site desktop support.

Certifications

A+

N+

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Interacts with internal IT clients

Special Requirements / Employment Condition