Tech Officer: Customer Support at BCX

About the Job

Grade

• OP1 

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
• 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.
• Install and configure new IT equipment.
• Resolve incidents and upgrade different types of software and hardware, including printers, copiers and scanners.
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• 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.
• Provide training to fellow team members on project rollouts, latest technologies and assist with their development. 

Core Functional Skills & Knowledge 

• ICT Knowledge Technology Consulting Problem solving Customer Focus Teamwork 

Core Behavioural Competencies

•  Culture Match
•  Job Match Working with people Presenting and Communicating information 
• Applying expertise & Technology Delivering Results & Meeting customer expectations 
• Following instructions & procedures Minimum 

Qualifications 

• NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage 

Experience

• Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment 

Certifications 

• CompTIA A+ A+ Microsoft Systems Associate or Engineer (MCSA or MCSE); Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.
• Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special 

Requirements 

• Employment Condition Required to travel locally Drivers Licence and Reliable Vehicle - both required Ability to work extended /long hours as and when required Workplace 

Physical Requirements 

• Client Roaming Non-Billable