Tech Officer: Customer Engineer DWM at BCX

Core Description

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.
Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.
Manage Services Administration on Office 365, Mimecast and Backup Solutions.

Key Deliverables / Primary Functions

• Application and device troubleshooting and support
• Accurately use the 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
• Excellent communication skills (verbally, telephonically and electronically) Email, What’s App etc.
• 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 and 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
• Develop, document, and maintain Knowledge Based Articles. 

Functional Skills

• Superior computer skills on MS Packages • Mobile support skills • Hardware trouble shooting skills
• Excellent communication and negotiation skills • Strong administration skills • Skill to drive a problem to solution even beyond BU area of responsibility,
•  Excellent Customer relationships and listening potential • Conversant knowledge of IT terminology

Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Teamwork
• Handling Pressure
• Communication and Impact

Qualifications

NQF 4: Grade 12

Experience

• 2 years’ experience with relevant IT certification

Certifications / Professional Registration

Applicable industry certification is required

• A+
• N+
• Certification in ITIL Service Management and Service Delivery modules
• MCP or CCIE or MCSC will be an advantage
• ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)
• HP, Dell, Lenovo, Mustek products will be advantageous
• Special Requirements/ Employment Condition
• Valid Drivers license
• Own vehicle
• Willing to work extended hours

Work Characteristics

• Office Based position
• Billable
• Onsite and Field work