Tech Officer: Customer Engineer at BCX

Key Deliverables / Primary Functions

• Application and device troubleshooting and support
• Accurately use the 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
• Excellent communication skills (verbally, telephonically and electronically) Email, What’s App etc.
• 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 and 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
• Develop, document, and maintain Knowledge Based Articles. 

Functional Skills

• Superior computer skills on MS Packages • Mobile support skills • Hardware trouble shooting skills
• Excellent communication and negotiation skills • Strong administration skills • Skill to drive a problem to solution even beyond BU area of responsibility,
• Excellent Customer relationships and listening potential • Conversant knowledge of IT terminology

Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Teamwork
• Handling Pressure
• Communication and Impact

Qualifications

• NQF 4: Grade 12

Experience

• 2 years’ experience with relevant IT certification