Tech Officer: Customer Engineer (Leverage Desk) at BCX

Core Description

• A Tech Officer Customer Engineer plays a crucial role in providing technical support and assistance to users within an organization or customers of a product or service. 
• The incumbent provides service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction on various accounts.

Key Deliverables / Primary Functions

• Provide frontline technical support to end-users via various channels such as phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, network, and other IT-related issues.
• Diagnose and resolve technical problems reported by users in a timely and efficient manner. This may involve guiding users through step-by-step solutions, performing remote troubleshooting, or escalating issues to higher-level support teams when necessary.
• Log and track all support requests using a ticketing system or help desk software. Ensure accurate documentation of issues, resolutions, and communication with users for future reference and reporting purposes.
• Escalate unresolved issues or complex technical problems to higher-level support teams, system administrators, or software vendors as per established escalation procedures. Follow up on escalated cases to ensure timely resolution and user satisfaction.
• Monitor systems, networks, and applications for potential issues or performance degradation. Proactively identify and address emerging problems before they impact end-users or business operations.
• Participate in team meetings, performance reviews, and training programs to enhance technical skills, customer service abilities, and overall effectiveness as a help desk consultant. Contribute ideas for process improvements and service enhancements.
• Adhere to company policies, procedures, and service level agreements (SLAs) governing help desk operations. Ensure compliance with IT security policies, data privacy regulations, and industry standards.

Core Functional Skills & Capabilities

• Remote Work Support
• Troubleshooting
• Communication
• Customer Service
• Customer Orientation

Core Behavioural Competencies

• Delivering Results & Meeting customer expectations
• Adhering to principles and values
• Applying expertise & Technology
• Achieving personal work goals & objectives
• Following instructions & procedures

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 2 years’ experience in Customer Engineering working shifts (night and day shifts).

Certifications

• A+
• ITIL Foundation
• CompTIA A+
• MCITP,MCP,CCENT would be advantageous

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Engagement with internal and external clients.

Special Requirements / Employment Condition

• Ability to work multiple shifts

Workplace / Physical Requirements

• Hybrid Remote Worker