Tech Officer: Customer Engineer (cfc) Kwazulu, Natal La Lucia

Umhlanga, KwaZulu-Natal, South Africa
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Job Description


Business unit, Department, ReportingBusiness Unit CPS
Department Customer First Centre (CFC)
Reports to Manager: IT Service Desk
Job Grade/Level OP1Core DescriptionTo provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.Key Deliverables / Primary Functions

  • Log queries onto the system.
  • Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
  • Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed by doing the necessary troubleshooting and diagnostics making use of knowledge tools.
  • Follow up on ticket resolution to ensure compliance to Service level agreements.
  • Escalate queries for resolution to the Team Leader/Ops Manager and/or vendors, as and when required.
  • Liaise within the Division to ensure queries are resolved timeously.
  • Ensures escalation of major incidents including during afterhours and weekend shifts.
  • Provide professional and empathetic technical support in adherence to quality standards and customer service excellence to BCX customers.
  • Contribute to writing and update Knowledge articles.
  • Transfer technical skills to junior staff.
Core Functional Skills & CapabilitiesCommunicationRemote Work SupportTroubleshootingNetwork TechnologyTelephone EtiquetteCore Behavioural CompetenciesCulture MatchJob MatchFollowing instructions & proceduresWorking with peopleAchieving personal work goals & objectivesApplying expertise & TechnologyDelivering Results & Meeting customer expectationsCoping with pressures & setbacksMinimum QualificationsNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /AdvantageNQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer ScienceRelevant IT certificationExperience2 years' IT relevant experience in IT Service Desk or active remote and on-site desktop support experience.OrAlternatively, 3+ years IT relevant experience.CertificationsA+N+MCSEMCIPTProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlLevel of Engagement Interacts with internal and external clients
Span of Control 0Special Requirements / Employment ConditionValid Drivers licenseRequired to travel locallyAbility to work staggered hours, shifts, overtime and respond to call-outsWorkplace / Physical RequirementsFull-time Office Based position.BillableClient Roaming"BCX 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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Job Detail

  • Job Id
    JD1369465
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Umhlanga, KwaZulu-Natal, South Africa
  • Education
    Not mentioned
 
 
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