Tech Officer: Customer Engineer (FS) at BCX

Core Description

Provide remote support for all Field Technicians to diagnose and resolve all software and hardware incidents and provide technical training to all Field Technicians.

Key Deliverables / Primary Functions

• Diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications 
• Assist all users with any logged IT related incident when called upon. 
• Take ownership of issues by carrying out problem analysis to implement permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents when necessary. 
• Accurately record, update and document requests using the IT service desk system. 
• Install and configure new IT equipment. 
• Resolve incidents and upgrade different types of software and hardware. 
• Resolve incidents with printers, copiers and scanners. 
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• To be a highly motivated team player with the skills and ability to manage changing priorities. 
• Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. 
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed. 
• Provide training to fellow team members on project rollouts, latest technologies and assist with their development. 
• Be willing to attend internal and external training as necessary to keep up to date with the latest technology and internal system processes.

Functional Skills

• Excellent customer relation skills
• Functional knowledge of a range of Microsoft and Linux operating systems
• Knowledge of the hardware and software deployed by the customer
• Knowledge and adherence to company policy and procedures

Behavioural Competencies

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

Qualifications

Grade 12 (NQF 4) with relevant IT Certification

Experience

• Minimum 5 years’ experience maintaining IT systems including desktop, server and network environments.