Tech Officer: Customer Engineer (DWM)
At a glance
Mid-level Solutions & Sales Engineering role at BCX. Ellisras.
Pay not stated Solutions & Sales Engineering salary
growthroles summary, based on the employer's posting.
What you'll do
- Install, move, diagnose and repair company systems, keeping equipment downtime low and clients satisfied
- Maintain preventive checks and monitoring for client devices, processors, storage and memory
- Administer Office 365, Mimecast and backup services, and coordinate with third parties on incident resolution
- Own incidents and service requests, troubleshoot root causes and keep customers updated through the escalation process
- Provide first- and second-level support for end-user devices, applications and audiovisual equipment, including remote assistance
What you bring
- At least two years supporting IT end users, with an understanding of SLA call handling across service desks
- A Grade 12 qualification or an NQF 4 credential is required
- A driver’s licence and dependable vehicle are required
Who this fits
This mid-level support role suits someone comfortable engaging with staff at every level and handling customer-facing troubleshooting. You’ll need to travel, take standby duty, work shifts and help with occasional ad hoc tasks. The role is hybrid and remote, with billable work.
From the employer
Business unit, Department, Reporting
Business Unit Operate Department Digital Workplace Management (DWM) Job grade OP1
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. Manage Services Administration on Office 365, Mimecast and Backup Solutions. Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
Key Deliverables / Primary Functions
- Implement preventative and proactive maintenance, including deploying and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
- Utilize available software or specialist monitoring tools accurately to maintain awareness and control of hardware and software.
- 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, ensuring resolution and providing continuous feedback, including the ability to perform root cause analysis and troubleshooting across systems.
- Assist with 1st and 2nd level EUM support, including application and device troubleshooting and support, which is not limited to the support of end-user devices but also encompasses Audio Visual support equipment.
- Utilize approved remote management tools to provide remote support for end-user devices, addressing application and device troubleshooting and support.
Core Functional Skills & Capabilities
Hardware/Software Installation and managementCustomer OrientationHardware TroubleshootingProblem solvingCore Behavioural Competencies
Job MatchCoping with pressures & setbacksDelivering Results & Meeting customer expectationsPresenting and Communicating informationWorking with peopleMinimum Qualifications
NQF 4: Grade 12 National DiplomaAdditional Education -Preferred /Advantage
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information TechnologyExperience
2 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 modulesICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)HP, Dell, Lenovo, Mustek products will be advantageousProfessional 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 requiredWilling to travelWillingness to assist Ad hocWillingness to be on standbyWorking ShiftsWorkplace / Physical Requirements
Hybrid Remote WorkerBillable
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