Current Vacancies at BCX

Key Deliverables / Primary Functions:

• Application and device troubleshooting and support.
• Accurately use available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
• Used approved remote management tools to remote support end user devices
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Ability to engage and liaise with all personnel including VIP personnel.
• Follow escalation matrix and keep customer informed.
• Enabling management with communication about incidents/requests
• Remote support and 24/7 standby, after hours and on-call support.Ownership of Incidents and Service Requests, until resolution with continues feedback.
• Build Relationship with customers to improve and provide world class support.
• Assist with the connection of end user devices to Audio Visual support equipment.
• iPad, Apple, and Android mobile support. 
• Ability to break-fix problems to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
• Identify and understand business challenges of the Customer and the impact thereof on the device support.Build a working knowledge of Microsoft products
• Support security policies and standards of the Customer
• Ensure company assets (replacement parts) are tracked and maintained responsibly

Core Functional Skills & Knowledge:

• Microsoft Office
• Mobile Support
• Hardware Troubleshooting

Core Behavioural Competencies:

• Job Match
• Deciding & Initiating Action
• Coping with pressures & setbacks
• Planning & Organising
• Presenting and Communicating Information
• Working with people

Minimum Qualifications;

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience

• 3 years’ experience

OR

• 5 years’ experience

Certifications:

• A+
• N+
• ITIL 3 or 4 will be advantageous
• MCP (Desktop)
• MCSA
• HP, Dell, Lenovo, Mustek products will be advantageous

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Key Deliverables / Primary Functions:

• Install, maintain, update and administer Backup software.
• Performs backup changes using Change management process and ensures all backups are properly run and completed within agreed backup windows
• Diagnose Backup platform issues and troubleshoot Backup environment for optimal performance. 
• System Administration of Backup Systems.
• Perform analysis of backup infrastructure and makes recommendations on improvements to meet business need and future capacity.
• Manage the resolution of complex problems and interfaces with support resources within the organization and the supplier community,  providing root cause and remediation to mitigate risk.
• Evaluates and applies software upgrades and support packs as required to solve production problems and/or ensure compliance and system integrity.
• Reviews/audit the existing backup schedules, policies, and operational considerations and recommends and establishes best practices. Ensure Regulatory Compliance.
• Create and update documentation including backup & restore reports (SLA, Job status, Capacity, etc.).
• Documents operational best practices processes and procedures related to the backup environment and recommends changes to procedures, resulting in operations optimization and improved service level agreements.
• Participates in technical exercises for disaster recovery to ensure high reliability and efficiency.

Core Functional Skills & Knowledge:

• Troubleshooting
• ICT Knowledge
• Attention to detail
• Infrastructure Technology
• Problem solving

Core Behavioural Competencies:

• Job Match
• Applying expertise & Technology
• Deciding & Initiating Action
• Delivering Results & Meeting customer expectations
• Following instructions & procedures
• Working with people

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science
• NQF 4: Grade 12 National Diploma
• Additional Education -Preferred /Advantage
• NQF 6: 3 year Degree/ Diploma/ National Diploma in Engineering

Experience:

• 5 years’ system engineering experience.
• Alternatively, 7 years’ system engineering experience. if Grade 12

Certifications:

• Netbackup 8.2 certification.
• Veeam with replication certification.
• Veritas appliance certification (Flex and Access).
• Certification in VMWare and VSphere.
• Certification in Microsoft Windows and Linux.
• ITIL Foundation

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Key Deliverables / Primary Functions:

• Monitoring multi-client servers using the Monitoring systems 
• Troubleshooting and resolving system issues with servers via remote desktop. 
• Installing-config-testing and maintaining OS application software and system management tools. 
• Perform tier level 2 and 3 support for business-critical systems and provide technical guidance to customers. 
• Escalating and monitoring calls 24/7. 
• Manage high priority P1/P2 incidents and liaise with the different BU’s to drive resolution. 
• Maintenance and support of Microsoft services; DHCP, DNS and FTP. 
• Resolving and assignment of calls to the correct competencies on multiple ticket logging systems 

Core Functional Skills & Knowledge:

• Information Technology Solutions
• Troubleshooting Techniques.
• Customer Focus
• Communication
• Time & Priority Management

Core Behavioural Competencies:

1. Job Match Rating
2. Delivering Results
3. Meeting customer expectations
4. Teamwork
5. Handling Pressure
6. Communication and Impact

Minimum Qualifications:

• NQF 4: Grade 12 National Diploma in IT/Business/Commerce
• Additional Qualification preferred or advantage

Experience:

• 2 years experience

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Key Deliverables / Primary Functions

• Monitor and manage the Incident and Request Management Process.
• Respond to client queries in accordance with service level agreements.
• Provide feedback on escalation as needed.
• Report and Monitor all Incident Management and Request Management KPI’s and SLA’s.
• Report and Monitor all Service Desk KPI’s and SLA’s.
• Escalate open, aged and SLA’s on all open calls to resolver groups, support managers and SIM.
• Escalate non-conformance on Incident and Request Management to Support Managers and SIM.
• Manage service desk staff on site. Scheduled break times, leave, performance, etc.
• Ensuring call quality, calls are correctly logged, prioritized and classified, address any deviations with Service Desk agents.
• Handle escalations on non-conformance of Service Desk staff on Service Desk process.
• Monitor and coordinate overflow to leverage desk and escalations of non-conformance of process.
• Create and update Service Desk working instructions and assignment guides, where required.
• Any Incident Management tasks that might be required as part of contract deliverables

Core Functional Skills & Knowledge:

• Customer Focus
• Excellent communication and presentation skills
• Time & Priority Management
• Service Desk Management
• In depth understanding of the ITSM - Good understanding of SLA’s and the impact of stock management
• People Management

Core Behavioural Competencies:

1. Job Match Rating
2. Delivering Results
3. Meeting customer expectations
4. Decision Making
5. Handling Pressure
6. Communication and Impact

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
• OR NQF 4: Grade 12
• Additional Qualification preferred or advantage

Experience:

• 3 years’ experience

OR

• Grade 12 & 5 years’ experience

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Key Deliverables / Primary Functions:

• Execute to the Managed Services business plan and strategies. 
• Support, maintain and manage the technical aspects of a managed Cloud/Operating system solution and ensure contracted service level agreements are met.
• Perform proactive activities such as health-checks, documentation updates and performance reporting 
• Plan, coordinate and implement system changes within client specified change windows.
• Liaise with the clients, vendors and other partners to ensure minimal disruption to the client's day-to-day business operations. 
• Manage, own and co-ordinate the technical resolution of service disruptions in a timely manner. 
• Assist with project delivery.  
• Contribute to the overall team effectiveness through technical contributions, customer focus and teamwork. 
• Assist colleagues and contribute to the quality and values  
• Drive a proactive culture to reduce common causes of operational problems. 
• Understand the requirements of being part of a 24x7 on-call operation 
• Operates closely with associated infrastructure service teams to meet SLA’s and resolve problems 
• Technical ability to perform firmware hardware upgrades on server platforms 

Core Functional Skills & Knowledge:

• ICT Knowledge
• Infrastructure Technology
• Risk Management
• Teamwork
• Communication

Core Behavioural Competencies:

• Working with people
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Analysing
• Deciding & Initiating Action
• Culture Match
• Job Match

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage
• Relevant IT certification

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Key Deliverables / Primary Functions:

• Execute service integration management strategies, developing and implementing tactical and operational plans for the delivery of service integration management, to customers from all business units, collaborating with a range of BCX stakeholders to align relevant goals and objectives. 
• Coach, lead, motivate, inspire and develop employees, in alignment with the BCX DNA, demonstrating a high level of engagement and talent retention. 
• Leading with purpose by ensuring that all teams understand the overall vision, direction, delivery process and responsibilities for their teams and the department as a whole, within the context of the larger organisation. 
• Oversee the day-to-day management of the contracted IServices, ensuring that IT services and infrastructure are delivered efficiently and effectively in support of customer business goals and objectives. 
• Responsible for all relevant aspects of assigned budget and resource utilisation performance, collaborating with other relevant business unit executives to support the alignment and achievement of customer and BCX goals and objectives. 
• Identify, monitor and analyse relevant service integration management key performance indicators for the full contract life cycle, collaborating with stakeholders to take advantage of current and expected trends and changes, mitigate risk and provide solutions to performance outside agreed parameters. 
• Create and implement service integration management processes that ensure all relevant activity meets or exceeds customer service level agreements and contractual terms. 
• Manage service integration management capabilities across business units in assigned areas, collaborating with internal and external stakeholders, supporting multi-disciplinary teams to deliver optimal plans, projects, contracts and services that achieve customer and BCX goals and objectives. 
• Build and maintain knowledge and subject matter expertise in all relevant current and emerging technology, benchmarking against industry technology application standards to achieve best practice and collaborating with customers to implement them 
• Build and maintain robust business relationships with key external stakeholders, providing subject matter expertise, defining and Implementing the contracted technology strategies that align with the customer’s business objectives and position BCX contracted services as a strategic asset supporting customer success. 
• Collaborate with key internal stakeholders to continuously improve service delivery, address OLA deficiencies and drive complex problem management steering for significant events with Business Units. 
• Create and maintain a service manual detailing service integration across all business units. 
• Identify, monitor and analyse key customer experience indicators for the full customer lifecycle, collaborating with stakeholders to provide solutions to performance outside agreed parameters. 
• Conduct monthly customer review meetings, collaborating with internal stakeholders sharing insights to improve service delivery 

Core Functional Skills & Knowledge:

• Relationship Building
• Attention to detail
• Technology Consulting
• Business Acumen
• Analytical and Problem Solving

Core Behavioural Competencies:

• Culture Match
• Job Match
• Working with people
• Delivering Results & Meeting customer expectations
• Coping with pressures & setbacks
• Applying expertise & Technology
• Leading and supervising
• Persuading and Influencing

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience:

• 7 years experience 

OR 

• If the highest qualification is grade 12, 9 years experience of which at least 2 years on management level. 

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Key Deliverables / Primary Functions:

• Understand the BCX/Telco landscape.
• Understand Coding and development.
• Manage a team of Developers and provide guidance in terms of System design and development.
• Provide timelines for Code development and provide reports to Senior management.
• Review Quality of design and Code
• Establish Development Standards and Identify Efficiencies for software Development.
• Define internal project plans incorporating scope, budget and timeframes to ensure quality and successful project execution.  
• Manage the delivery of project/s to successful completion in accordance with scope, budget, timeframe and service level agreements.  
• Monitor governance and quality of the projects.

Core Functional Skills & Knowledge:

• Product Management
• Product Knowledge
• Process Orientation
• Business Acumen
• Relationship Building

Core Behavioural Competencies:

• Job Match
• Culture Match
• Formulating Strategies & Concepts
• Presenting and Communicating information
• Adapting & Responding to change
• Applying expertise & Technology
• Adhering to principles and values

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience:

• 5 years relevant experience

OR 

NQF4 and 7 Years experience

Certifications

• Preferred/Advantageous Certifications:
• IT certifications