Ops Spec: Customer Engineer at BCX

Key Deliverables / Primary Functions:

• Application and device troubleshooting and support.
• Accurately use available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
• Used approved remote management tools to remote support end user devices
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Ability to engage and liaise with all personnel including VIP personnel.
• Follow escalation matrix and keep customer informed.
• Enabling management with communication about incidents/requests
• Remote support and 24/7 standby, after hours and on-call support.Ownership of Incidents and Service Requests, until resolution with continues feedback.
• Build Relationship with customers to improve and provide world class support.
• Assist with the connection of end user devices to Audio Visual support equipment.
• iPad, Apple, and Android mobile support. 
• Ability to break-fix problems to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
• Identify and understand business challenges of the Customer and the impact thereof on the device support.Build a working knowledge of Microsoft products
• Support security policies and standards of the Customer
• Ensure company assets (replacement parts) are tracked and maintained responsibly

Core Functional Skills & Knowledge:

• Microsoft Office
• Mobile Support
• Hardware Troubleshooting

Core Behavioural Competencies:

• Job Match
• Deciding & Initiating Action
• Coping with pressures & setbacks
• Planning & Organising
• Presenting and Communicating Information
• Working with people

Minimum Qualifications;

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience

• 3 years’ experience

OR

• 5 years’ experience

Certifications:

• A+
• N+
• ITIL 3 or 4 will be advantageous
• MCP (Desktop)
• MCSA
• HP, Dell, Lenovo, Mustek products will be advantageous