Tech Officer: Customer Engineer(FS) at BCX

Core Description

• To provide technical support for incidents arising from the hardware deployed in the stores.

Key Deliverables / Primary Functions

Onsite Support

• Monitoring system alerts and fast tracks the resolution in the field.
• Monitoring SQL alerts and fast tracks the fixes
• Conducting system health checks and preventative maintenance.
• Monitoring AV consoles and ensuring devices are up to date and in the correct group.
• Providing technical support to the Field Technicians and SMC.
• Attending to CA incidents in the DI incident target group timeously.
• Managing all after hour server rebuilds.
• Assisting with ad hoc IT Projects when required, i.e. software or hardware upgrades and patch upgrades.
• Providing support at a first line level, diagnosing and resolving incidents for the IT Infrastructure deployed in the stores.
• Serving as second line support to both DI, Onsite Staff and Field Technicians.
• Responding to incidents and resolving them using remote dial in / assistance functionality, in as little time as possible.
• Reviewing all relevant daily reports.
• Monitoring Status Reports, acting where required
• Resolving and managing incidents

Administration

• Ensuring that all relevant documentation is completed timeously and accurately; i.e. Overtime and expenses, etc.
• Practicing proper system management, use of reports, and time utilisation as defined by hardware management.
• Developing constructive and cooperative working relationships with others and maintaining them over time.
• Attending all meetings, including CAB and New Stores, as required.

General

• Providing 24-hour standby support on a monthly rotational basis.
• Maintaining security of assets and confidential information.

Health and Safety

Ensuring compliance to all Health and Safety standards.

Functional Skills

• Knowledge and adherence to company policy and procedures

• Knowledge of the hardware deployed by the customer
• Good knowledge of a range of Microsoft operating systems
• Excellent customer relations skills

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
• Relevant IT  diploma/certificate will be an advantage

Certifications / Professional Registration

• A+
• N+
• MCSE

Special Requirements/ Employment Condition

• Valid Drivers license
• Own vehicle

Work Characteristics

• Office Based position
• Billable