Ops Specialist: Systems Engineer (DWM)(Belfast) at BCX

Key Deliverables / Primary Functions

• Perform root cause analysis and troubleshooting across systems to resolve incidents, addressing problems to satisfy installation requests, whether simple or complex, in diverse environments.
• Take ownership of Incidents and Service Requests until resolution, providing continuous feedback and liaising with clients at all levels, including VIPs and external resources (3rd Party Management).
• Build relationships with customers to improve and provide world-class support.
• Identify and understand business challenges of the customer and their impact on the client's environment by developing, documenting, and maintaining knowledge-based articles.
• Support security policies and standards of the customer by building and maintaining an up-to-date working knowledge of Microsoft products.
• Ensure company assets (replacement parts) are tracked and maintained responsibly.
• Supervise and assist less experienced employees in technical challenges and all aspects of current technical operational practices.

Job Description

• To manage and support customers environment with technical solutions and provide general, 2nd and 3rd level technical support on customer systems. Install, monitor, test, maintain cloud and client infrastructure solutions.
• To provide specialised technical, preventative and proactive support (technology specific).

Core Functional Skills & Capabilities

• Hardware Troubleshooting
• Troubleshooting
• Service Level Agreement (SLA) Management

Core Behavioural Competencies

• Analysing
• Applying expertise & Technology
• Deciding & Initiating Action
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations

Minimum Qualifications

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

Experience

• 3 year’s relevant experience in the ICT environment. OR 5 year’s relevant experience in the ICT environment.

Certifications

• A + Certification will be advantageous
• N + Certification will be advantageous
• ITIL 3 or 4 will be advantageous
• MCP (Desktop)
• MCSA
• Exchange/O365
• HP, Dell, Lenovo, Mustek products will be advantageous