Tech Officer: Jnr Customer Engineer (DWM)(Belfast) at BCX

Core Description

• To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.
• Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.

Key Deliverables / Primary Functions

• Implement preventative and proactive maintenance, including implementing, deploying, and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
• Facilitate the resolution of 3rd party Incidents by liaising with external resources (3rd Party Management).
• Perform root cause analysis and troubleshooting across systems to resolve incidents.
• Engage and liaise with all personnel, including VIP personnel.
• Follow the escalation matrix and keep the customer informed.
• Take ownership of Incidents and Service Requests, providing continuous feedback until resolution.
• Assist with 1st and 2nd level EUM support by troubleshooting and supporting applications and devices.

Core Functional Skills & Capabilities

• Hardware/Software Installation and management
• Customer Service
• Hardware Troubleshooting
• Problem solving

Core Behavioural Competencies

• Job Match
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Working with people
• Presenting and Communicating information

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

• NQF 4: Grade 12 National Diploma in Information Technology

Experience

• 1 years’ experience in IT end user support with an understanding of SLA call management on different service desks.

Certifications

• A+
• N+
• Certification in ITIL Service Management and Service Delivery modules
• ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)

HP, Dell, Lenovo, Mustek products will be advantageous