Tech Officer: Jnr Monitoring & Surveillance at BCX

Core Description

• To provide 1st level Monitoring & Surveillance Systems Operator support, acting as the primary point of contact for initial alert triage, basic incident logging, and routine system checks. This role is foundational, focusing on rapid response and accurate escalation to ensure senior technicians can resolve issues efficiently.

Key Deliverables / Primary Functions

• Actively monitor the Enterprise Monitoring Systems (EMS) dashboards for network, server, and application health alerts.
• Perform initial triage and classification of all auto-generated tickets and alerts from the customer contact centre.
• Execute predefined, standard operating procedures (SOPs) for common alerts and basic incident resolution.
• Log all incidents and requests accurately and timeously in the service desk ticketing system.
• Escalate complex incidents that cannot be resolved at the 1st level to the appropriate senior Tech Officer or specialist team (Network, SAP, Server) as per runbooks.
• Provide initial communication to stakeholders on incident logging and status updates.
• Assist in the monitoring of scheduled batch jobs and report any failures immediately.
• Adhere strictly to company and client policies, procedures, and governance frameworks.

Core Functional Skills & Capabilities

• Communication
• Attention to detail
• Customer Service
• Vulnerability Management
• System Administration

Core Behavioural Competencies

• Adhering to principles and values
• Applying expertise & Technology
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Following instructions & procedures
• Job Match

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 2+ years' experience in a technical support or monitoring environment.

Certifications

• Cloud-based certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements

• Billable
• Hybrid Remote Worker