Tech Officer: Technical Support at BCX

Core Description

• Responsible for application and technical support to users at relevant client site/s. Identification, diagnosis and resolution of computer hardware, software, services, and applications

Key Deliverables / Primary Functions

• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
• Monitor call queues and proactively escalate incidents to ensure SLA compliance.
• Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
• Maintain and update configuration management information.
• Track and follow up on outstanding incidents to ensure timely resolution and client communication.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.
• Support operational reporting and continuous improvement initiatives relating to service delivery and incident management

Core Functional Skills & Capabilities

• ICT Knowledge
• Technology Consulting
• Problem solving
• Customer Service
• Teamwork

Core Behavioural Competencies

• Working with people
• Following instructions & procedures
• Achieving personal work goals & objectives
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Culture Match
• Job Match

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

• 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

• Drivers Licence and Reliable Vehicle - both required
• Ability to work extended /long hours as and when required

Workplace / Physical Requirements

• Full-time Client Based Position
• Revenue Generating
• Billable