Job Description

Business unit, Department, ReportingBusiness Unit Operate Managed Services Cloud
Department Digital Workspace Services
Job grade S6Core DescriptionTo manage and support customers environment with technical solutions and provide general, 2nd and 3rd level technical support on customer systems. Install, monitor, test, maintain cloud and client infrastructure solutions. To provide specialised technical, preventative and proactive support (technology specific).Key Deliverables / Primary Functions

• Perform root cause analysis and troubleshooting across systems to resolve incidents, addressing problems to satisfy installation requests, whether simple or complex, in diverse environments.
• Take ownership of Incidents and Service Requests until resolution, providing continuous feedback and liaising with clients at all levels, including VIPs and external resources (3rd Party Management).
• Build relationships with customers to improve and provide world-class support.
• Identify and understand business challenges of the customer and their impact on the client's environment by developing, documenting, and maintaining knowledge-based articles.
• Support security policies and standards of the customer by building and maintaining an up-to-date working knowledge of Microsoft products.
• Ensure company assets (replacement parts) are tracked and maintained responsibly.
• Supervise and assist less experienced employees in technical challenges and all aspects of current technical operational practices.

Core Functional Skills & CapabilitiesHardware TroubleshootingTroubleshootingService Level Agreement (SLA) ManagementNetworking, Server and SAP skillsCore Behavioural CompetenciesAnalysingApplying expertise & TechnologyDeciding & Initiating ActionCoping with pressures & setbacksDelivering Results & Meeting customer expectationsMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Information TechnologyOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience3 year's relevant experience in the ICT environment.OR5 year's relevant experience in the ICT environment.CertificationsA + Certification will be advantageousN + Certification will be advantageousITIL 3 or 4 will be advantageousMCP (Desktop)MCSAExchange/O365HP, Dell, Lenovo, Mustek products will be advantageousLinux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.VEEAMVMware certified VCP-Cloud (vCloud Director)Professional Memberships in Relevant IndustryLevel of Engagement & Span of ControlEngagement will all levels within the organisation, internal and external to the clients.Special Requirements / Employment ConditionWilling to travelWorking ShiftsDrivers Licence and Reliable Vehicle - both requiredWorkplace / Physical RequirementsFull-time Client Based PositionBillableBCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.

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