Latest Recruitment at BCX

Core Description

Technical IT Specialist responsible for management of complex IT operations, projects and presales. This includes the development and deployment of large and complex Surveillance products and solutions. The position requires experience in the management of project teams, customers, suppliers, services, projects and product portfolios.

Key Deliverables / Primary Functions

• Developing complex surveillance solutions and proposals
• Deploying and supporting large complex surveillance products and services
• Service / Service Level Management & Reporting
• Resource and Financial management on projects
• Customer Relationship Management
• Supplier and 3rd party Management
• Surveillance project and programme management
• Stock Management
• Surveillance Product Management
• Consulting, presales, architecture of Surveillance Solutions
• Supervision of a technical teams responsible for deploying and supporting Surveillance products and services

Functional Skills

• Be knowledgeable in Information Technology Solutions, specifically: Managed Network Perimeter Security; Unified Threat Management; SDN; SD-WAN and SD LAN.
• Keep up to date with ICT trends (SDN, WAN, LAN and network Security) and understand competitive landscape and market share.
• Application development, coding (JSON, APIs etc) an advantage

Behavioural Competencies

• Developing and implementing strategy
• Meeting the customer expectations
• People -Team Leadership
• Communication and Impact (Observed throughout the interview process)
• Decision Making

Experience

• 3 Year degree/ diploma (NQF 6) in IT or Engineering
• Or Grade 12 with 9 relevant years’ experience and the relevant certifications
• ITIL certification
• CCTV (Cathexis/NUUO/Cayuga/etc.) certification is not required but would prove beneficial
• 7 to 9 years’ experience in IT with a focus on Surveillance technologies, products, and solutions. Product management experience is essential

Certifications / Professional Registration

None

Special Requirements/ Employment Condition

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Core Description

The Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Key Deliverables / Primary Functions

• Build a cohesive team and manage people effectively, ability to coach and develop the team
• Thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
• Ability to balance and plan the short-term actions of the team
• Knowledge and understanding of all relevant industry standards and best practices for service management
• Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk
• Complete understanding of the organization’s business
• Ability to think critically about systems and to make adjustments consistently as needed
• Ability to manage time effectively while setting the tone of the team through modelling and leadership
• Managing, developing, and training the service desk team
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Conducting and sharing results from service and operation performance reviews
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations

Functional Skills

• Good understanding of the total BCX Retail business model.
• In depth knowledge of the customer requirements.
• In depth understanding of client SLA’s and how to implement and manage them.
• Good understanding of general management practices.
• Good understanding of the BCX Service lines.
• Good understanding of Helpdesk trends and tools in the industry.
• Retail and Point of Sale knowledge.
• Good people management skills with the ability to guide and develop subordinates.
• Strong ability to provide leadership and direction.
• Good general management skills
• Ability to provide strong thought leadership.
• Advanced written and verbal communication skills are a must
• Presentation Skills
• Report writing
• Articulate
• Attention to detail
• Customer Needs Analysis
• Interpret and document solutions for customer needs
• Critical analysis and evaluative decision making
• Good skills for problem negotiation
• Experience of working in a highly pressured environment
• Conflict Management
• Problem solving
• Budget Management

Qualifications

OR NQF 6: 3 year Diploma/ National Diploma in IT/Business/Commerce

OR NQF 4 (Grade 12)

Experience

• Must be in current managerial position
• Relevant experience in Helpdesk management (e.g. Team Leader)
• In-depth understanding of the Helpdesk customer services model and of the customer’s business environment within the Fuel & Retail space.
• Min 3 years’ experience in the management of Finances (budget and cost), Resources and Operations.
• At least ITIL Foundation Certification.
• Management certification/diploma (e.g. TLE)
• Good understanding of the BCX Services in various retail verticals.
• Experience in the Forecourt support environment

Certifications / Professional Registration

None

Special Requirements/ Employment Condition

Willing to work long hours

24 Hours availability

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Core Description

The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people

Key Deliverables / Primary Functions

• Respond to calls and resolve them using remote dial in / assistance functionality
• Forward calls to the Call Centre that cannot be resolved remotely
• Follow up and monitor calls
• Follow up on escalations throughout the day, reporting feedback to management at all times
• Provide support to all customers calling such on 1st level diagnosing and resolution of calls/problems.
• Management of the above, ensuring calls are assigned timeously, actioned within SLA agreements.
• Raise and close quotes
• Raise and debrief Lexmark claims
• Keep records relating to queries and problem calls and distribute these on a weekly / daily basis.
• Ensure follow up calls on all closed calls on a daily basis and generate report of such.
• To project & enhance company’s image in a professional manner.
• To familiarise yourself to company / departmental policy & procedures, ensuring escalations are done etc. calls on the call logging system.
• Stay current with system information, changes and updates.
• Assist co-workers readily.
• Identify clients who need further training.
• Compile overtime and weekend rosters

Functional Skills

• Computer Literacy
• MS Office
• Customer Service
• Telephone Etiquette
• Communication skills
• Adaptability
• Attention to detail

Behavioural Competencies

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

Qualifications

NQF 4: Grade 12

Experience

Grade 12 (NQF level 4) OR

2 years’ experience. 

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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 call, wrap up time, log-on time and updating of database are maintained while ensuring that the call is directed to the correct channels.   

Key Deliverables / Primary Functions

First Line Support / Call Management

• Ensuring that calls are logged and updated correctly, and all necessary information accurately supplied. 
• Updating and supplying Estimated Times of Arrival (ETA’s) for logged calls. 
• Managing the assigned area, ensuring that calls are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%). 
• Following up on calls logged daily, keeping a record relating to queries and problem calls, and distributing this as required. 
• 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. 
• Keeping records of all interactions with customers as well as the action taken. 
• Ensuring that follow ups are completed on all calls closed by BCX daily and generating a report of such. 

Trend Analysis

• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls. 

Escalations

• Ensuring that issues / severities are escalated to the relevant managers. 
• Following up on escalations through the day, reporting feedback to management always. 

General

• To project and enhance the Company’s image in a professional manner. 
• Accurately completing daily reports, ensuring the timeous submission of such reports to the Call Centre Supervisor. 
• Ensuring that any Company assets utilized are cared for in a proper manner. 
• Maintaining security of assets and confidential information. 

Health and Safety

• Ensuring compliance to all Health and Safety standards.

Functional Skills

• Ability to work independently
• Communication
• Excellent customer relations skills
• Good understanding of the technical aspects relating to Computer Hardware
• Knowledge of Call Centre Procedures
• Problem solving

Behavioural Competencies

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

Qualifications

NQF 4: Grade 12

Experience

 2 year’s relevant experience.

Certifications / Professional Registration

None

Special Requirements/ Employment Condition

Valid Drivers license

Work Characteristics

Billable

Office Based position

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Core Description

Full stack developer responsible for development, maintenance, configuration, support, and service improvements of software in the MES environment for clients supported by the Sasolburg team.

The position also requires experience in reporting to, and interaction with clients and senior management, and interaction with 3rd party vendors.

Key Deliverables / Primary Functions

• Technical lead of support teams (Primary function)
• Software development & support (Primary function)
• Overseeing of project execution by teams
• Project execution
• Mentoring of junior staff
• User support
• Documentation

Functional Skills:

• MS-SQL development
• C# .NET, VB.NET, VBA
• Entity Framework
• LINQ
• ASP.NET for ASP, MVC and REST
• MVC
• JavaScript and jQuery
• HTML and CSS
• Full stack development (Database, server and client)
• Data analysis
• Database design
• Application design
• Database and application support

Experience

• At least 5 to 7 years’ experience in OT design, deployment & support
• 3 Year degree/ diploma (NQF 6) in IT or Engineering
• Or Grade 12 with the relevant years’ experience and the relevant certifications

Certifications / Professional Registration

None