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BCX takes care of your technology needs so that you can take care of your business. The services and solutions we create get your business ready for the future. We have the insight, expertise and experience to handle digital requirements for the steepest skyscrapers and the smallest start-ups. We cater for a wide range of business transformation requirements...
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Core Description
Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
Key Deliverables / Primary Functions
- Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
- Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
- Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
- Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.
- Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards
- Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy.
- Diligently drive SLA
Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Service
- Teamwork
Core Behavioural Competencies
- Working with people
- Following instructions & procedures
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Achieving personal work goals & objectives
- 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
- COMPTIA
- Microsoft Systems Associate or Engineer (MCSA or MCSE);
- Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.
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Core Description
To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels.
Key Deliverables / Primary Functions
- Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
- Capture all customer interactions into the IT Service Management system.
- Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates
- Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed.
- Follow up on ticket resolution to ensure compliance to service level agreements
- Provide technical support in adherence to quality standards and customer service excellence.
- Provide professional and empathetic IT Service Desk service to BCX customers
Core Functional Skills & Capabilities
- IT Infrastructure
- Time management
- IT Desktop and application support
- Troubleshooting
- Customer Focus
- Core Behavioural Competencies
- Following instructions & procedures
- Achieving personal work goals & objectives
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Coping with pressures & setbacks
- Working with people
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
- Relevant IT certification
- Additional Education -Preferred /Advantage
Experience
- At least 12 months experience in IT Service Desk or active remote and on-site desktop support.
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Core Description
Manage all aspects of the branch and its staff. Working collaboratively with the branches’ department managers and senior staff, to ensure the quantity, quality and flow of service to deliver a consistently excellent standard of customer service.
Key Deliverables / Primary Functions
- Consistently meet Customer’s Service Level Agreement (SLA), - overall average of 90% and ensure contractual obligations are met for customer where dedicated models are implemented
- Effective Area Control management, allocation of calls and scheduling of technicians, guide on complex technical problems, monitor productivity of technicians
- Ensure compliance with Preventative Maintenance (PM’s) and Site Audit schedules,
- Assist in the development of aligned KPI’S and KPA’S for reporting staff, and ensure successful implementation
- Be Accountable for completion of project rollouts - following up on required stock, scheduling of resources, submission of documentation
- Staff capacity planning and implementing work scheduling along with maintenance calls to ensure staff efficiencies
- Ensure stock levels are maintained; address and resolve historic stock issues; and monitor staff stock to ensure audit and financial stock takes are accurate
Core Functional Skills & Capabilities
- Analytical and Problem Solving
- ICT Knowledge
- Customer Service
- Decision Making
- Leading Teams / Team Leadership
Core Behavioural Competencies
- Job Match
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Leading and supervising
- Planning & Organising
- Working with people
- Culture Match
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
- Experience
- 3 years’ experience in a technical operational role OR
- Grade 12 & 5 years’ experience experience in a technical operational role
Certifications
- CompTIA A+
- A+
- Linux Certification (CompTIA Linux, LPIC)
go to method of application »
Core Description
Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
Key Deliverables / Primary Functions
- Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
- Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
- Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
- Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.
- Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards
- Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy.
- Diligently drive SLA
Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Service
- Teamwork
Core Behavioural Competencies
- Working with people
- Following instructions & procedures
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Achieving personal work goals & objectives
- 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
go to method of application »
Core Description
Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
Key Deliverables / Primary Functions
- Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
- Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
- Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
- Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.
- Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards
- Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy.
- Diligently drive SLA
Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Service
- Teamwork
Core Behavioural Competencies
- Working with people
- Following instructions & procedures
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Achieving personal work goals & objectives
- 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
go to method of application »
Core Description
- Installation and support of core infrastructure components i.e., servers and storage (SAN) and Azure Cloud. To provide specialised technical support (technology specific) and guidance through high level analysis, diagnosis and problem solving.
Key Deliverables / Primary Functions
Support, maintain and configure the various components and deliverables to sustain a stable data processing environment.
- Support, maintain and configure the various components and deliverables to sustain a stable data processing environment.
- Maintain Call Management systems
- Maintain Computer Room diagrams
- Perform corrective actions or trends (CAR’s, RCA’s, OSA’s)
- Implement Business Standards (Corporate regulations, ICT policies and standards, BSIM processes and procedures)
- Liaise with and assist 3rd party service providers such as: sister business unit partners (Support Services, BCX Communications, Cloud Platform Solutions, external 3rd Party Service providers, etc)
- Ensure client satisfaction KPI’s and customer expectations are met
Core Functional Skills & Knowledge
- Cloud Computing
- Hardware Troubleshooting
- Infrastructure Deployment
- Microsoft Azure
Core Behavioural Competencies
- Job Match
- Applying expertise & Technology
- Analysing
- Coping with pressures & setbacks
- Following instructions & procedures
- Delivering Results & Meeting customer expectations
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- 3 years’ experience in IT Infrastructure support Or
- 5 years’ experience in IT Infrastructure support
Method of Application
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