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
- To provide technical support for incidents arising from the hardware deployed in the stores.
Key Deliverables / Primary Functions
- For Maintenance resources, timeously attend to Severity Level 1 type incidents and ensure resolution ‘first time’ without ‘return trips’. For Installation resources, actively be involved in all ‘first-time’ installations and project rollouts; thus being able to both advise with regards issues, as well provide training and support for junior resources.
- Provide support both at a first line level as well onsite with the client, diagnosing and resolving incidents for the IT Infrastructure deployed or to be installed in the stores for the various contracted clients.
- Provide technical support to junior technicians that may encounter difficulties onsite when attending to incidents and/or installations.
- Successfully perform, and be able to advise, on the full range of defined tasks associated with operating and controlling of installed hardware and software.
- Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
- Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards.
- Diligently drive SLA on all maintenance and non-maintenance incidents, as well preventative maintenance
Core Functional Skills & Capabilities
- Customer Focus
- ICT Knowledge
- Problem solving
- Technology Consulting
- Teamwork
Core Behavioural Competencies
- Job Match
- Culture Match
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Working with people
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
Certifications
- CompTIA A+
- A+
- Linux Certification (CompTIA Linux, LPIC)
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Level of Engagement : Internal and external clients
Special Requirements / Employment Condition
- Required to travel locally
- Drivers Licence and Reliable Vehicle - both required
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
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Core Description
- Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs
Key Deliverables / Primary Functions
- Remotely investigating technical issues for the client and providing resolution.
- Following up on all outstanding queries timeously as per the SLA per client.
- Redirecting any problems or incidents that may occur to the correct resource.
- Identifying and escalating recurring problems and situations to both the management team.
- Tracking and routing logged problems and requests.
- Updating resolved incidents on the call logging system.
- Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.
Core Functional Skills & Capabilities
- Communication
- Service Level Agreement (SLA) Management
- Problem solving
- Customer Focus
- Teamwork
Core Behavioural Competencies
- Job Match
- Deciding & Initiating Action
- Working with people
- Delivering Results
- Adhering to principles and values
- Applying expertise & Technology
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 A+
- N+
- Professional Memberships in Relevant Industry
- Level of Engagement & Span of Control
- Span of Control
Special Requirements / Employment Condition
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
- Hybrid Remote Worker
- Revenue Generating
- Billable
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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+.
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Required to travel locally
- Drivers Licence and Reliable Vehicle - both required
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
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Core Description
- The main purpose of this position is to assist the Project Leads with administrative responsibilities
Key Deliverables / Primary Functions
- Logging and closing all installation incidents per project timeously.
- Arranging for technicians and other vendors to be on site for installations within the specified time.
- Following up with the inland and costal project managers that all installations are completed
- Escalating all problems and concerns regarding open installations to the project Lead and customer
- Getting and / or tracking approval from project managers for quotes that are submitted.
- Ensure that all purchase orders are received for approved orders.
- Liaising with the projects team, relevant customer as well installation team regarding project status on an ongoing basis
Core Functional Skills & Capabilities
- Attention to detail
- Microsoft Office
- Microsoft Excel
- Communication
- Analytical and Problem Solving
Core Behavioural Competencies
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Working with people
- Writing and Reporting
- Deciding & Initiating Action
- Culture Match
- Job Match
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience with projects administration
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
- Full-time Office Based position.
- Billable
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Core Description
- Provide a service that will exceed the expectations of the Company’s customers – both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained while ensuring that the incident is directed to the correct channels.
Key Deliverables / Primary Functions
- Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arriva (ETA) for logged incidents.
- Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%).
- Following up on incidents logged daily, keeping a record relating to queries, as well as incidents closed daily, and generating a report of such.
- Resolving between 700 to 900 calls daily with the correct closing details selected.
- Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
- Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
- Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.
Core Functional Skills & Capabilities
- Attention to detail
- Microsoft Office
- Microsoft Excel
- Communication
- Teamwork
Core Behavioural Competencies
- Working with people
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Planning & Organising
- Coping with pressures & setbacks
- Culture Match
- Job Match
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience within a Call Centre type environment.
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
- Full-time Client Based Position
- Billable
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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
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Core Description
- To manage and support customer technical solutions and provides general technical support on customer systems. Install, monitor, test and maintain cloud and infrastructure solutions. To provide specialised technical support (technology specific)
Key Deliverables / Primary Functions
- 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
Core Functional Skills & Capabilities
- 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 Information Technology
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 3 years’ experience in particular field of speciality within a large and highly complex organisation (cloud and platform support)
Or
- 5 years’ experience in particular field of speciality within a large and highly complex organisation (cloud and platform support) if highest qualification Grade 12
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Valid Drivers license
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
- Hybrid Remote Worker
- Non-Billable
Method of Application
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