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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
- Provide remote support for all Field Technicians to diagnose and resolve all software and hardware incidents and provide technical training to all Field Technicians.
Key Deliverables / Primary Functions
- Diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications
- Take ownership of issues by carrying out problem analysis to implement permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents when necessary.
- Install and configure new IT equipment.
- Resolve incidents and upgrade different types of software and hardware, including printers, copiers and scanners.
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Provide training to fellow team members on project rollouts, latest technologies and assist with their development.
Core Functional Skills & Knowledge
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Focus
- Teamwork
Core Behavioural Competencies
- Culture Match
- Job Match
- Working with people
- Presenting and Communicating information
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
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+
- A+
- 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
- Responsible for participating in the scoping and implementation of large and complex SAP HCM Solutions for clients. Ensure that end to end implementations and support services meet client requirements. Responsible for preparation and contribution to the process design and configuration. Provides direction to other consultants and may have supervisory responsibilities when required.
Key Deliverables / Primary Functions
- Complete projects and deliver quality solutions to clients in time, within budget and to agreed scope. Ensure projects and solution deliveries have the required documentation, testing plans, etc.
- Meet deliverable requirements/service level measures/specific targets.
- Drive and actively participate in designing and developing fit for purpose solutions for clients through obtaining and analysing business requirements and researching best practice (R&D).
- Generate leads and identify opportunities to sell new solutions to clients. (e.g.: Feasibility analysis of Retail processes that can generate new SAP business)
- Respond to client RFP's, etc
- Ensure that all potential risks that may impact on the performance and success of the department are identified, escalated and mitigated
- Ensure high quality work processes during all support/project cycles through the defect management process to ensure a high-quality solution.
- Create re-usable solution, process or work product (Technical/Non-Technical) that can save time, efforts and eliminate errors of self/others.
- Knowledge dissemination. (e.g.: Conduct Technical/domain training)
Core Functional Skills & Knowledge
- SAP Products & Services
- SAP Tools and Platforms
- Understanding SAP Modules
- SAP Application Lifecycle
Core Behavioural Competencies
- Job Match
- Developing and implementing account plan or strategy
- Meeting customer expectations
- People / Team Leadership
- Decision Making
- Communication and Impact
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or Computer Science
- OR NQF 4: Grade 12
Additional Qualification preferred or advantage
Experience
- 5 years of SAP HCM consulting experience including 2 Full Lifecycle implementations
OR
- If the highest qualification is grade 12, 7 years of SAP HCM consulting experience including 2 Full Life cycle implementations
- Strong background in HR processes and systems and technical expertise of SAP HCM and Success Factor
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Interacts with various stakeholders within BCX, on various levels of managem
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Core Description
- Responsible for ensuring the smooth operations of all the repair and refurbishment processes within the Company, as well as ensuring that all repairs carried out are to satisfactory quality standards. In addition:
- Ensuring that the various Repair Centres are run effectively and efficiently, aiding in the delivery of the best possible service to our customers;
- Ensuring the cost effectiveness of the repair centre procedures, conducting regular cost analysis;
- Standardisation of all Repair Centres;
- Ensuring the adherence to processes and procedures relating to stock repairs and refurbishment; and
- Ensuring that all warranty procedures are adhered to
Key Deliverables / Primary Functions
- Supplying feedback from a national level with regards repairs and actions to increase volumes.
- Ensuring implementation and adherence to quality standards.
- Ensuring availability of the equipment and tools, including test jigs, required for the actioning of repairs; as well coordinating the purchase and delivery of component, tools and cleaning materials.
- Actively implementing Hi-Tech Centres, responsible for research and development within relevant branches, i.e. Cape Town, Durban and Gauteng.
- Actively driving the ‘Carry-In’ Repair Centre initiative, thus generating additional income for the Business Unit.
- Creation of relationships with Repair Vendors, ensuring regular meeting attendance.
- Ensuring proper documentation of all workshop processes and procedures (in line with the ISO9000 requirements).
- Efficient monitoring and management of staff productivity
Core Functional Skills & Knowledge
- Decision Making
- Leading Teams / Team Leadership
- Customer Service
- Analytical and Problem Solving
Core Behavioural Competencies
- Culture Match
- Job Match
- Leading and supervising
- Delivering Results & Meeting customer expectations
- Planning & Organising
- Coping with pressures & setbacks
- Working with people
- Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- Minimum of 5 years’ experience in a technical operational role and a minimum of 2 years team leader or junior management experience
Or
- If only Grade 12, then 7-years’ experience, with 5 years in a technical operational role, of which at least 2-years are on a team leader or junior management level
Certifications
- ITIL Foundation
- Professional Memberships in Relevant Industry
- Level of Engagement & Span of Control
Span of Control
- 5 – 10 direct and 15 – 40 indirect reports
Level of Engagement
- Engagement will all levels within the organisation, internal and external to the business.
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Core Description
- Provide more routine hardware service, or ‘remote’ diagnostic activities under close supervision.
Key Deliverables / Primary Functions
Manage Configurations
- Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
- Necessary data is available for use by those performing investigations and ensuing actions.
Coordinate computer operations
- Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
- Ensure that the use of multiple hardware and software platforms is possible.
- All tasks and procedures are always executed effectively and efficiently to agreed levels of service or specific requirements of service level agreements
Install Hardware/Software
- Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed.
- Proficiently track and check 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
Miscellaneous
- Support fellow engineers telephonically using remote tools and customer software packages i.e. remedy.
- Diligently drive SLA on preventative maintenance and adherence to accurate site audits
- Be multiskilled in all relevant areas, in order to be utilised to backfill key resources and work on customers sites, ensuring service excellence & continuity.
Core Functional Skills & Knowledge
- Computer and Information Literacy,Interpersonal Skills,ITIL Framework - preferred, ITIL Foundation Certification – preferred,
- Microsoft Office Product Suite,Telephone Etiquette,Understands BCX’s Business Ethics and Values, Familiarity with mobile devices & PDA functionally
Core Behavioural Competencies
- Job Match Rating
- Delivering Results
- Meeting customer expectations
- Teamwork
- Handling Pressure
- Communication and Impact
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Qualification preferred or advantage
Experience
Certifications
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Core Description
- To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer. Responsible for planning, managing and directing Systems Integration consultancy which provides company technologies, systems and processes to assigned customers to enable them to gain competitive advantage.
Key Deliverables / Primary Functions
- Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives.
- Oversee service management in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
- Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
- Contribute to the development of service schedules and manage the maintenance of service level agreements (SLA’s) and operational level agreements (OLA’s).
- Develop and manage the implementation of processes and procedures to deliver on services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
- Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements. Provide detailed guidance to project teams on all service management issues.
- Manage the identification and mitigation of operational risk within their customer.
- Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets
Core Functional Skills & Knowledge
- Project Management
- Service Level Agreement (SLA) Management
- Contract Management
- Finance and Budget Management
- Risk Management
- Relationship Building
Core Behavioural Competencies
- Culture Match
- Deciding & Initiating Action
- Delivering Results & Meeting customer expectations
- Job Match
- Persuading and Influencing
- Planning & Organising
- Working with people
- Writing and Reporting
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Business
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 5 years’ IT Service Integration Management experience, of which 2 years is at a management/supervisory level.
- Or
- If the highest qualification is grade 12, 7 years’ IT Service Integration Management experience, of which 2 years is at a management/supervisory/specialist level.
Certifications
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Core Description
- Deliver an efficient and profitable procurement service to BCX Field Services Clients and internal service departments within BCX Field Services.
Key Deliverables / Primary Functions
- Manage procurement activities within BCX Field Services.
- Build supplier relations with local and international suppliers.
- Negotiate preferred pricing and maintain margins prescribed by business.
- Ensure standardised procedures exist, and that staff are familiar with, and adhere to, the procurement procedures.
- Monitor efficiencies within the procurement area and implement improvements where necessary.
- Ensure all terms and conditions are documented and published for each supplier, and warranty repair processes are in place for all supplier processes.
Responsible for management and reporting of:
- Procurement spends per supplier.
- Total procurement spends for BCX Field Services;
- Procurement spends per region.
- Breakdown of hardware margin.
- Ensure high levels of cooperation within service line and service lines interactions
- Manage and provide leadership to an efficient Procurement Team
Core Functional Skills & Knowledge
- Analytical and Problem Solving
- Decision Making
- Customer Service
- Team Management
- SAP Warehouse Management
Core Behavioural Competencies
- Job Match
- Applying expertise & Technology
- Deciding & Initiating Action
- Delivering Results & Meeting customer expectations
- Leading and supervising
- Planning & Organising
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- Minimum of 3 years’ experience in a procurement role, with at least 1-year in a supervisory or senior position
- Or
- If only Grade 12, then 5-years’ experience in a procurement role, with at least 3-years’ in a supervisory or senior position.
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Core Description
- The learning and development coordinator will have responsibility for the coordination and administration of a range of learning and development activities and projects as directed by the learning and development manager as well as ensuring the development and maintenance of robust learning and development systems and processes by providing administration support to the implementation of learning solutions that will enhance the learning experience and foster a continuous learning culture among BCX employees.
Key Deliverables / Primary Functions
- Capture and maintain Learning and Development dashboards, metrics and KPI’s for tracking and actioning purposes.
- Prepare and maintain accurate records and processes for all learning and development activities and processes including recording and monitoring attendance, ensuring that staff required to attend specific workshops are easily identified and follow ups are made.
- Work closely with the learning and development manager to maintain and communicate administrative procedures for the booking of both in-house and external training courses.
- Advise staff on training policies and procedures including resolving or supporting the resolution of problems related to the operation of the learning and organisation development area.
- Manage the annual mandatory training calendar ensuring full completion within targeted timescales and provide timely and accurate updates to HRIS team.
- Develop and maintain productive working relationships with external providers of learning solutions.
- Monitor and evaluate learning and organisation development activities, producing accurate and up-to-date data analysis.
- Assist with periodic reporting as requested such as training activity records,
- Manage L&D mailbox and follow up with employees to ensure they have the necessary information
- Maintain content on the SharePoint sites and LMS.
- Coordinate the delivery of a range of projects and regular events, e.g., Induction and serve as point of contact for participants before, during, and after the event
- Raise purchase requisition orders and track the payment on behalf of the People Services team.
Core Functional Skills & Knowledge
- Microsoft Office
- Impactful Communication
- Analytical Skills
- Technical Report writing
Core Behavioural Competencies
- Job Match
- Analysing
- Delivering Results & Meeting customer expectations
- Planning & Organising
- Presenting and Communicating information
- Working with people
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- NQF 6: A minimum of 3 years relevant experience in an administration or coordination role.
- If NQF 4:: A minimum of 5 years’ relevant experience in an administration or coordination role.
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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
Field Management
- 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,
- Develop aligned KPI’S and KPA’S ensure successful implementation
- GAP analysis in services offered to Clients
Projects
- 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
Repairs
Stock Control
- Ensure stock levels are maintained
- Address and resolve historic stock issues
- Monitor staff stock to ensure audit and financial stock takes are accurate
Administration & Finance
- Authorize payroll claims
- Manage branch budget
- Ensure there is no abuse of company fuel cards
Leadership and People Management
- Communication of branch business objectives
- Identify and implement training interventions
- Mentoring & Coaching
Communications
Health & Safety
Core Functional Skills & Knowledge
- Computer Literacy
- General PC knowledge including Microsoft Office expert level
- Organisational skills
- Problem-solving
- Leadership
- Reporting
- ICT Knowledge
- Retail maintenance and support of POS
- Stock issuing / receiving procedures
Core Behavioural Competencies
- Job Match Rating
- Delivering Results
- Meeting customer expectations
- Decision Making
- Handling Pressure
- 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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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
Service delivery
Field Management
-
Incident, problem and crisis management; assigning, updating and closing of incidents, projects and PM’s; guide and mentor technicians; productivity and stock management
Project management
-
Maintain client/customer contractual obligation to complete expected preventative maintenance agreement, project and installation rollout, stock, resources and documentation
Admin and Finance
-
Maintain and ensure all bill of materials are documented and submitted; manage branch expenses – overtime, fuel, consumables, electricity, third party vendors and services
Stock control
-
Ensure weekly, monthly and annual stock takes are correctly completed of all maintenance, client stock and boot stock is done accurately and precise; ensure critical stock and spares levels are maintained and adhered to by branch
Health and Safety
Core Functional Skills & Knowledge
- Computer Literacy
- Communication
- Written Communication skills
- Organisational skills
- Professionalism
- Problem-solving
- Contract Management
- Process, Procedures & Best Practice
- Project Management
- Strategic Planning
- Strategic Thinking & Leadership
- Business Acumen
- Sound knowledge in managing disciplinaries and knowing the CCMA protocols
Core Behavioural Competencies
- Job Match
- Developing and implementing account plan or strategy
- Meeting customer expectations
- People / Team Leadership
- Decision Making
- 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
- 5 years experience
- OR
- Grade 12 & 7 years experience
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Core Description
- The main purpose of this position is to execute cabling related installations, ensuring optimum and cost-effective hardware engineering services while maintaining a high level of customer satisfaction
Key Deliverables / Primary Functions
- Install and maintain new UTP and fibre data cables, maintain existing data cables, attend to logged project calls as requested by the Call Centre or Cabling Project Team, troubleshoot cabling related problems and ensure that the correct support standards are adhered to.
- Assume accountability for the quality of service by ensuring that the customer’s standards and specifications are adhered to and ensuring that BCX Field Services and the Client’s standards are kept through no re-opened incidents.
- Take responsibility for control of the stock issued, including mobile device (PDA), ensure adherence to all stock related processes, notify relevant managers of stock issues, and reduce wastage.
- Ensure that all relevant documentation is completed timeously and accurately.
- Communicate with Management on any relevant information, ensuring regular notification of any problems identified within the assigned area.
- Ensure that any Company assets utilised are cared for in a proper manner.
- Ensure compliance to all Health and Safety standards, both BCX Field Services and their Clients, and report any unsafe conditions to management.
Core Functional Skills & Knowledge
- Customer Service
- ICT Knowledge
- Problem solving
- Technology Consulting
- Teamwork
Core Behavioural Competencies
- Job 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
- Minimum 2-years’ experience in cabling installation and maintenance.
Certifications
- UTP Cabling Certification
Method of Application
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