Jobs at BCX

 Responsible for order processing, billing, and porting of all Business Commercial applications, requests and projects for voice and data services on Fixed, Mobile, Fixed Mobile Convergence and Customer Specific Solutions across Business, Corporate and Government segments. Manage all enquiries, billing disputes and feedback interacting with Customers, Sales, Technical, IT & Credit Management. Handle and enable customer contractual agreements. Ensure data integrity on all applicable systems.

• Respond to client queries in accordance with service level agreements and log queries onto the system.
• Analyse and resolve technical queries, within the service level agreements
• Follow up on resolutions of client queries as per service level agreements
• Escalate queries for resolution to the Team Leader/Ops Manager and/or vendors, as and when required.
• Liaise within the Division to ensure queries are resolved timeously.
• Provide technical support in adherence to quality standards and customer service excellence.
• Processed Orders
• Handled Fall offs

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 To provide specialised technical support (technology specific) and guidance through high level analysis, diagnosis and problem solving.

• Monitoring of all Backoffice servers using ESM monitoring Tools i.e. MOM, SCOM, CA Unicenter, Patrol
• To provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer services.
• Keeping abreast of technologies
• Remote 2nd level server support to various client sites
• Receiving of system automated calls via Remedy and dealing with them according to Work Instructions
• Escalation of high impact incidences to Competencies and site support
• Working in a team and must be a team player with cognizance of importance of job specifications
• To work effectively and productively with 3rd line support
• Conforming to internal procedures, specifically regarding monitoring and escalation.
• Motivate and coach junior staff members to produce desired results, providing technical advice and guidance on work activities.

Required Certification/Professional Registration MCSA (Microsoft Certified Systems Administrator

• Qualification Grade 12 (NQF 4) with the relevant IT certification
• Experience 3-5 years’ experience in a similar role
• 3-5 years’ experience in MCSE Server Infrastructure/MCSA/Exchange 2012/2016
• 2-4 years’ experience and knowledge in the following is an advantage:
• Application of Specialisation Areas (eg. messaging):
• Understanding of Networking
• ITIL Framework
• MCITP
• MCSE 2003

Experience using ESM Monitoring tools:

• MOM
• SCOM
• CA UniCenter
• Patrol
• Remedy experience

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•  Planning and implementation of appropriate IT Capacity/Availability matrices, measurements and monitoring capabilities to match business needs.
• Develop standards, policies, benchmarks, and guidelines for managing the infrastructure Capacity/availability
• Statistical analysis and interpretation to produce reports and presentations.
• Act in the capacity of national process owner for Capacity/Availability management process
• Knowledge of current and future technologies
• Guidance and control to ensure that solutions are operable

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The main purpose of this position is to perform different types of support at the customer’s location, such as troubleshooting, setup, and installation of systems and equipment.

Required Certification/Professional Registration None

Qualification

• National Senior Certificate (Grade 12).
• NQF 4 - 5 Qualification in Information Technology or valid Certification from a Hardware / Software Supplier, i.e. CompTIA, etc.

Experience

• At least 2 – 3 years’ experience relevant experience.
• Special Requirements Must have a drivers license.