ICT Desktop Support Engineer - Ermelo at BKB Ltd

The successful candidate will be responsible for various IT duties, e.g. helpdesk administration, asset administration, installation, operation, and maintenance of computer systems and other technologies, such as communication systems. Configuring hardware and software, repairing equipment, and providing daily support for computer network users and any other general duties as required by the IT Operation Manager. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

We offer a competitive Total Cost to Company salary which includes, medical aid, retirement benefits and above average leave.

We need:

• Grade 12 with a relevant diploma in the IT field
• 3 years relevant experience
• Proven work experience as a Desktop Engineer
• Work experience and support of Point-of-Sale systems (POS)
• Previous work experience in a Retail Environment
• Valid Code 08 Driver’s license
• Be willing to travel
• Bilingual (Afrikaans/English)  

Skills:

• Strong administrative skills
• Interpersonal skills
• Excellent problem solving skills
• Multitasking skills
• Customer orientated
• Excellent communication skills

Competencies:

• Solid knowledge in the administration and support of Microsoft Windows and Networks
• Cisko Meraki experience will be advantageous
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions

Key Performance Areas will include:

Customer Service Request Support (1st Tier)

• Analyze and resolve end-user hardware and software computer problems.
• Maintain desktop management documentation. (Job Card)
• Maintain and average ticket update of a minimum of 5 to 7 updates per day over a period of 3 months.
• Maintain the ICT service level agreement priority structure. (75% success ratio)
• Project and maintain a professional image of BKB Information & Communication Technology during all client interactions - in line with BKB Core Values.
• Strive to add exceptional value to all customer relationships when directly interacting with internal as well as external customers.

 Hardware & Printer Setup and Support

• Responsible for the installing, configuring, maintaining, supporting and optimizing desktop/laptop hardware and software.
• Provide end-user training where required.
• Responsible for support and troubleshoot hardware such as desktops, laptops, printers and copiers.
• Support and troubleshoot software such as Microsoft Office Suite.
• Maintain minimum agreed levels of interaction with the various BKB Divisions/ Subsidiaries and Clients.
• Identify cost saving opportunities when dealing with key suppliers.
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field.

Support the BKB ICT Team

• Profile the BKB ICT team with various Divisions/Subsidiaries, external customers and industry specialists.
• Maintain a high level of professionalism.
• Maintain and support a positive working environment in the BKB ICT Team.
• Provide innovative solutions to enhance working procedures/output, and relevance of the BKB Information & Communication Technology Team.